Case Study: Sendcloud achieves scalable, omnichannel customer support with Zendesk Messaging

Delivering first-class support for European SMBs with Sendcloud

Sendcloud is a SaaS platform that simplifies shipping for online retailers, helping merchants automate label creation, checkout delivery options, track-and-trace emails and branded return portals. Rapid adoption—now used by more than 15,000 stores across seven European countries—created growing complexity in logistics and a surge in customer inquiries, forcing the company to scale support quickly to keep service quality high.

Sendcloud consolidated support on Zendesk’s suite (Support, Guide, Chat, Talk, Explore), moved to an omnichannel, self-service model, and integrated carrier-linked tickets and apps like JIRA to streamline workflows. The result: a 21-person customer-success team handling ~18,000 tickets/month with 92% CSAT, faster carrier responses, tighter cross-team collaboration, and a scalable support operation that sustains growth into larger markets.

Sendcloud

Bas Smeulders

Founder