Case Study: charity: water improves supporter experience with Zendesk Guide

Using Zendesk Guide to redefine the user experience

charity: water is a nonprofit focused on bringing clean and safe drinking water to every person in the world, and it needed to give supporters a consistent customer experience across every interaction. With about 50 agents serving more than 15,000 customers, the team wanted to respond personally while also making sure supporters could easily find information on their own. It used Zendesk Support and Zendesk Guide to help manage that experience.

Zendesk Guide helped charity: water build a simple, beautiful help center that matched its brand and made information easier to find without contacting the team directly. Zendesk Support, along with tools like macros and user tags, helped the team keep responses fast, accurate, and on brand while tracking the people they were speaking with. The result was a more effective support operation and a customer experience centered on dialogue, design, and storytelling.

Charity: Water

Kaitlyn Jankowski

Supporter Experience Manager