Case Study: Circles.Life achieves scalable omnichannel support and 90% CSAT while sustaining 20% monthly growth with Zendesk Messaging

Digital innovation to give power back to the customer with mobile service in Singapore

Circles.Life is Singapore’s first fully digital telco (founded 2016) offering no‑contract mobile plans on a cloud platform. Rapid, 20% month‑over‑month customer growth and heavy support demand (about 30,000 tickets/month) meant the company had to scale service quickly while keeping customer experience central and addressing limited data and high expectations in the market.

Circles.Life implemented Zendesk’s omnichannel stack (Support, Guide, Chat, Talk/Message, Answer Bot), cross‑training 50 agents with two‑week onboarding and consolidating customer data into one system. The change drove efficiencies—65% of contacts via chat, Answer Bot resolves ~10% of email queries and cuts cost per question by ~50%—while maintaining SLAs, a 90% CSAT and an NPS of 54, and enabling new markets to be launched in weeks or months instead of years.

Circles.Life

Tom Brown

Customer Service Operations Manager