Case Study: GoFundMe achieves fast first response times with Zendesk Guide

GoFundMe strives for uber fast first response times

GoFundMe uses Zendesk Guide and Zendesk Support to help deliver fast, human customer service for people who often reach out during difficult moments. As the company grew in the crowded online-fundraising space, it needed a support system that could scale, provide more granular insights, and help it meet an aggressive first response time goal.

Zendesk helped GoFundMe build a workflow around self-service, automation, and multilingual support across email, Facebook Messenger, and a help center. The team handles up to 50,000 tickets each month, and its CSAT rating is consistently over 90 percent. GoFundMe says the setup has helped it respond quickly while keeping support personal and efficient.

GoFundMe

Morgan Wood

Head of Customer Happiness