Case Study: Bill.com anticipates customer needs and boosts response times with Zendesk Messaging

How Bill.com™ addresses customer issues before they arise

Bill.com, a Palo Alto–based payments and billing platform founded in 2006, needed a more flexible, omnichannel support system to scale with its growing customer base and to move from reactive to proactive service. Using Oracle RightNow left gaps in visibility across customer journeys, so the support team lacked the insights needed to anticipate follow-up questions and optimize the agent experience.

Bill.com implemented Zendesk Support, Guide, and Chat, built custom integrations (including callback scheduling via the Zendesk API) and deployed Tymeshift for workforce management to create a single source of truth for agents. The changes enabled proactive, personalized support—80% of 18,000 monthly tickets now come through chat—while meeting strict SLAs (emails within one business day; 80% of chats <120s) with 80% adherence and high CSAT (95% chat, 90% email), and reduced scheduling time from 2.5 hours to 60 minutes.

Bill.com

Ashish Patel

Director of Customer Support