Case Study: amaysim achieves 96% CSAT with Zendesk Messaging

amaysim + Zendesk Exceptional CSAT with Zendesk omnichannel support

amaysim is a leading Australian mobile, broadband, and energy provider serving more than 1.1 million customers. Rapid growth and the addition of new verticals forced its support team to scale quickly—handling tens of thousands of emails, calls, and chats each month—and exposed limits in their old Outlook-based approach, driving the need for a simpler, omnichannel customer service platform.

amaysim implemented Zendesk Support, Guide, Talk, and Chat (with professional services enabling a broadband rollout in six to seven weeks), plus apps like Tymeshift for workforce management and a knowledge base for fast agent onboarding. The result: a streamlined omnichannel operation that sustained 96% CSAT, 95% one‑touch resolution, 100% SLA adherence, clearer internal IT visibility, and growth from ~200 to 1,000+ tickets a month while maintaining excellent customer experience.

amaysim

Peter James

Head of IT and Operations