Case Study: JustGiving reduces support email volume by 50% with Zendesk Guide

JustGiving - Customer Case Study

JustGiving, which helps people raise money for charities online, needed a help desk that could support a fast-growing community and work across its B2C and B2B support teams. Its previous system lacked the functionality for a multichannel approach, including social media, and the interface was not intuitive for advisors.

JustGiving switched to Zendesk Support in March 2011 and customized it to fit its needs, using features such as live chat, Salesforce integration, community forums, Twitter support, and a mobile-ready help area. Zendesk Guide helped build a customer-friendly self-service area that cut email volume during London Marathon season by 50% between 2010 and 2011, while also improving customer satisfaction, productivity, and access to customer insight.

JustGiving

Huu Anh Chu

Head of Customer Experience