Case Study: Upwork achieves 90% self-service adoption with Zendesk Guide

Upwork has 90% self-service adoption rate with Zendesk Guide

Upwork, the world’s largest online marketplace for freelancers, needed a support setup that could handle clients and freelancers across multiple channels while keeping service consistent. The company also wanted to encourage self-service first and reduce the time agents spent checking information across different systems.

Upwork used Zendesk Guide, along with Zendesk Support, Zendesk Chat, and an inContact integration for phone support, to centralize email, chat, phone, and help center tickets in one system. With Zendesk, Upwork reported a 10 percent increase in self-service usage, a 20 percent improvement in chat SLA adherence, and a 50 percent increase in productivity, while also improving first touch resolution and reducing the need for escalations.

Upwork

Joe Wang

Director of Customer Experiences