Case Study: Sure improves customer support and communication with Zendesk Guide

Sure relies on Zendesk's mobile apps for seamless support

Sure used Zendesk Guide and Zendesk Support mobile apps to improve customer support across Guernsey, Jersey, and the Isle of Man. Before moving to Zendesk, the team relied on a system built for IT organizations that needed heavy customization and still had gaps, which made customer service more complicated and led to back-and-forth phone calls and multiple tickets.

With Zendesk, Sure consolidated customer information, ticket history, and account data in one place, while also using Guide, macros, automations, reporting dashboards, Insights, and mobile support for field engineers. Zendesk helped the team respond faster by email, manage support across phone, web, Facebook, and voicemail, and give other departments clearer visibility into ticket handling and escalations.

Sure

Sara Liddle

Head of Customer Strategy