Case Study: GoCardless scales customer operations without increasing costs with Unbabel

How GoCardless Achieved More With Less Scaling Customer Operations Without Driving Up Costs

GoCardless, the London-based fintech company, needed to scale its customer operations rapidly while keeping headcount roughly flat as it grew from 50 to 450 employees and expanded support to customers in 31 countries. Its small support team was spending most of its time on reactive phone-based financial support, which made the process difficult to scale. GoCardless used Unbabel, along with Zendesk, to help manage multilingual customer service more efficiently.

With Unbabel for Zendesk, GoCardless automated 28% of customer inquiries, saved 284 hours of manual work, and maintained a consistent 92% CSAT score. The company also expanded its Help Center from 11 articles to more than 900 in multiple languages, improved employee engagement, and reduced turnover, enabling GoCardless to support global growth without significantly increasing support staff.

GoCardless

Daniel Mooney

Director of Customer Operations