Case Study: Zuora achieves 95% customer satisfaction and multichannel global support with Zendesk Messaging

How Zuora's beating the industry benchmark with their multichannel support

Zuora, a subscription-management software provider, had outgrown its legacy support system—the interface and workflows were inadequate, customization was difficult, and add-on fees were high. Needing a flexible, usable platform to serve a global, multilingual customer base, Zuora evaluated several options and selected Zendesk Support.

In under 45 days Zuora migrated to Zendesk, enabling multichannel support (email, web, phone, chat, Twitter), local-language coverage in six languages, and inbound global phone support via Zendesk Talk/Twilio with local numbers. The change delivered measurable impact: 95% customer satisfaction (vs. an 84% benchmark), scalable support across teams and ~60 agents, hundreds of monthly inquiries handled, and strong customer growth and engagement.

Zuora

Marlene Summers

Director of Global Support