Case Study: Ditzo (Dutch online insurer) achieves 50% fewer tickets and 80% CSAT with Zendesk Messaging

Channel changes score high with Ditzo’s online insurance customers

Ditzo is a Dutch online insurer for auto, health, and travel products that relied heavily on phone and email—about 90% of contacts—with email replies sometimes taking up to 10 days. Faced with the need to reorganize customer service with fewer people while improving response times and satisfaction, Ditzo set out to redesign its channel mix and service model.

Ditzo eliminated phone and email in favor of messaging and social channels (WhatsApp, Facebook Messenger), live chat and a “call me back” option, extended hours to 8:30 a.m.–10 p.m., and deployed Zendesk Support—quickly set up without IT help—to integrate all channels. The change cut monthly tickets from ~12,000 to 5–6,000, halved staffing needs, lifted CSAT to 80% (target 85%), met SLAs, and prompted adoption across its parent company and partners.

Ditzo

Wouter de Vries

Performance Manager