Case Study: 99designs unifies support across channels and gains omnichannel visibility with Zendesk Messaging

99 designs replaced 3 systems with a Zendesk omnichannel solution

99designs is a global creative platform that connects businesses with freelance designers and supports users around the clock in eight languages across email, chat, phone, and self-service. Faced with fragmented tools (Desk.com, Switchvox, Olark) that made reporting, visibility, and maintenance difficult, the support team needed a single, intuitive omnichannel solution to manage both client and designer relationships efficiently.

99designs replaced three systems with Zendesk’s suite (Support, Chat, Talk, Guide), migrating chat and phone in two days and integrating caller ID, apps, and APIs to unify tickets and customer context. The change delivered faster onboarding and routing, richer analytics (including refund insights), easier scaling of agents and phone numbers, reduced ticket volume via Guide, increased organic help-center traffic, and a 97% chat CSAT.

99designs

Zach Kulas

Director of Global Support