Case Study: Connective achieves 99% CSAT and 50% live chat volume with Zendesk Guide

The support team at Connective achieves a 99% CSAT rating and has seen live chat become their most popular channel

Connective, an Australian cloud-based mortgage aggregator, needed a support model that could keep up with its growth and the expectations of more than 2,700 mortgage brokers. The team had relied mainly on email and phone, but customer demand showed they needed faster, more efficient ways to respond. Connective used Zendesk Guide, along with Zendesk Support and Chat, to build self-service and add live chat to its support options.

With Zendesk, Connective shifted live chat from a reluctant experiment to its most popular channel, handling up to 50% of support volume through chat and reaching a 99% CSAT rating. The team could answer multiple chats at once, avoid hiring three additional staff, and eventually stop offering voice support after seeing how inefficient the phone channel was. Connective plans to expand live chat use to its commissions, marketing, and compliance teams.

Connective

Tim McMinn

Training and Support Manager