Case Study: Fullscript achieves 97% chat CSAT and scalable HIPAA‑compliant omnichannel support with Zendesk Messaging

Fullscript + Zendesk Enviable CSAT scores with omnichannel support

Fullscript is a clinician‑facing online dispensing platform (founded 2012) that lets practitioners set up stores and ship professional‑grade supplements without holding inventory. Rapid growth (2,000% GAAP revenue increase over three years) and strict HIPAA requirements exposed limits in Fullscript’s fragmented support tools and made it urgent to standardize on a reliable, scalable omnichannel solution that would also allow fast onboarding as the support team expanded.

Fullscript rolled out Zendesk Support, Guide, Chat, and Talk to consolidate channels, maintain HIPAA compliance, and give any agent access to email, chat, phone, and social queues. The unified platform became the company’s “customer source of truth,” simplifying reporting, routing, and training, enabling proactive chat, and supporting multilingual coverage. Results include a 97% chat CSAT, handling ~33,000 tickets/month (including 15k calls and 5k emails), a growing live‑chat adoption (~4% month‑over‑month), and faster agent onboarding with consistent visibility across teams.

Fullscript

Marcus Sinclair

Head of Customer Success