Case Study: 99designs streamlines omnichannel support with Zendesk Guide

99designs replaced 3 systems with a Zendesk omnichannel solution

99designs, the global creative platform, needed a way to support two sets of users — businesses and freelance designers — across email, chat, phone, and self-service in eight languages. Before moving to Zendesk Guide and the rest of its Zendesk omnichannel setup, the company used separate systems for each channel, which made reporting, updates, and day-to-day management difficult.

99designs replaced those tools with Zendesk Support, Chat, Talk, and Guide, and was able to switch chat and phones over in two days. With Zendesk, the team gained a single view of tickets, added caller ID-based customer context, used the Five Most Recent app to connect related conversations, and improved self-service with Guide. The result was 24/7 support, 30,000 tickets per month per channel, and an average 97% CSAT rating.

99designs

Zach Kulas

Director of Global Support