Case Study: Monese improves first response time by 59% with Zendesk Guide

Monese improved its FRT by 59% with a Zendesk solution

Monese is a fintech company that provides a banking app, account, and debit card for people settling in a new country. As it grew across Europe, it needed to centralize voice, email, and chat into one system and fix problems with its existing setup, including call drops and poor reporting.

Monese chose Zendesk Guide as part of a Zendesk omnichannel solution with Zendesk Support and Zendesk Talk. The company translated help center articles into eight languages, used automatic callback for voicemail, and connected Zendesk to its app and other tools. Since implementing Zendesk, Monese increased customer satisfaction by 10 percentage points and reduced first response time by 59 percent.

Monese

Lauri Haav

Head of Customer Loyalty