Case Study: iCard doubles ticket handling speed and boosts productivity with Zendesk Messaging

How Zendesk helps iCard grow its customer base

iCard is a Bulgaria-based fintech founded in 2007 that serves 255,000 retail customers and 55,000 businesses across the EU with products spanning 10 brands. As the company scaled to 35,000 tickets per month and 181 agents, its biggest challenge was delivering consistent, multilingual support (10 languages) across many brands and channels while improving agent workflow and reporting.

By adopting Zendesk (Support, Chat, Talk) iCard centralized omnichannel support, set up multibrand help centers, and automated language-specific routing, macros and triggers, plus integrated with JIRA and mobile SDKs. The result: replies came three times faster, agents process tickets at twice the previous rate (50% productivity gain), call volume fell as chat rose, and better reporting drove product and self-service improvements.

iCard

Maria Angelova

Customer Service Manager