Case Study: Capital.com boosts support team performance with Kaizo

Capital.com boosts CSAT by 17.43% with Kaizo

Capital.com, a rapidly growing online trading platform with a globally dispersed support team, faced challenges in maintaining agent engagement, motivation, and consistent service quality across multiple time zones. To address this, they partnered with Kaizo, a performance management solution integrated with Zendesk.

Using Kaizo's full functionality, Capital.com automated QA and reporting processes, implemented transparent and data-driven coaching, and consolidated their tech stack. The solution delivered significant measurable impact: between 2021 and 2022, their CSAT increased by 17.43%, tickets solved per hour rose by 22.99%, and touchpoints per hour went up by 101.62%. Kaizo was instrumental in helping them efficiently manage their team's growth and performance.

Capital.com