Case Study: Alfa‑Bank Belarus scales omnichannel support for 350,000 customers and cuts 12,000 monthly tickets with Zendesk Messaging

Alfa-Bank Belarus + Zendesk Empowering support for 350,000 customers

Alfa‑Bank Belarus, the country’s eighth‑largest bank with 350,000 customers, pursued a mobile‑first strategy (95% of customers use online channels) that led to rapidly growing, multi‑channel support demand. The communications team needed a secure, API/SDK‑capable omnichannel help desk to consolidate chats, messaging apps, social channels and app marketplace reviews and to manage rising ticket volumes professionally.

They implemented Zendesk Support, Chat and Guide to unify 12 channels and launch a 500+ article knowledge base. The self‑service content deflects about 12,000 tickets per month, the Zendesk help desk handles 30–35k tickets monthly with 14 agents, delivers sub‑minute chat first responses, and sustains 93% CSAT—providing scalable, secure support and lower staffing costs.

Alfa-Bank

Vyacheslav Skorbezh

Director of Communications