Case Study: Azimo achieves higher customer advocacy and handles 20,000+ monthly tickets with Zendesk Messaging

Azimo + Zendesk Delivering priceless customer service

Azimo is a London-based fintech founded to make international money transfers affordable and accessible. As its user base and app usage grew, the company’s omnichannel support—split across eight language teams—became fragmented across multiple platforms, leaving customer data siloed and agents juggling chat, email, phone and social channels. The incumbent solution couldn’t scale to 45 agents handling 20,000+ monthly engagements, harming response times and the customer experience.

Azimo migrated to the Zendesk Suite over six months, unifying Support, Chat, Talk, Guide and Explore, adding Round Robin and Out of Office routing, and integrating Trustpilot and SnapCall via the Zendesk SDK. The single-platform approach consolidated duplicate tickets, enabled language-based routing and smoother handoffs, and boosted service metrics—customer advocacy rose, NPS moved from negative to +21, and Azimo achieved a 9.0 Trustpilot rating while continuing to handle 20,000+ interactions per month.

Azimo

Kevin Miodek

Head of Customer Support and Operations