Case Study: Scoop Technologies achieves faster, highly engaged commuter support with Infobip's 2‑Way SMS and Zendesk integration

Two-way SMS empowering customer support

Scoop Technologies, a commuter carpooling app working to reduce single-occupancy cars, needed a fast, reliable way to engage riders and drivers with short, actionable messages and streamlined FAQ responses. They turned to Infobip to add SMS as a primary support and communication channel to meet time-sensitive commuter needs.

Infobip implemented its Zendesk plugin to enable integrated 2‑Way SMS inside Scoop Technologies’ support workflow, so texts behave like support tickets but with low-latency delivery. The result: dramatically higher engagement (SMS read rates over 90%), much faster resolution of issues than email or phone, and a surge in customer feedback that helped Scoop streamline processes and improve the commuter experience.

Scoop Technologies