Case Study: Biobot achieves rapid support scaling and fast implementation with Zendesk Messaging

Biobot + Zendesk Rapid growth, quick implementation, strong results

Biobot Analytics, founded in 2017 out of MIT, commercializes wastewater epidemiology to help communities detect public-health threats and pivoted quickly in 2020 to COVID-19 testing. That rapid growth—from a handful of customers to hundreds—overwhelmed a 20-person team and left customer support ad hoc (even routed to a founder’s cell), creating urgent need for a scalable, structured support solution.

Biobot implemented Zendesk (Support, Guide, Chat, Talk) through the Zendesk for Startups program and used ticketing, a searchable knowledge base, Slack integration with Side Conversations, and Talk for phone support. The setup was fast and intuitive, enabled technical collaboration and clear ownership of issues, replaced founder-run support, produced more consistent customer experiences, and supplied analytics (Explore) that justified hiring to scale the customer-success team.

Biobot

Phil Kowalski

Director of Customer Success