Case Study: American Civil Liberties Union raises CSAT to 90.5% with Zendesk Guide

American Civil Liberties Union - Customer Case Study

The American Civil Liberties Union, a nonprofit founded in 1920 with 53 independent affiliates and more than 1.6 million members, needed a better way to handle support requests. The case study focuses on Zendesk Support and how it helped the organization improve customer service.

With Zendesk Support, the ACLU reported stronger agent performance and faster resolution times for end users. Its CSAT rating rose to 90.5%, and Director of Enterprise Support Justin Birdsong said many tickets were resolved within the hour.

American Civil Liberties Union

Justin Birdsong

Associate Director of Enterprise Database Systems