Case Study: Infinity achieves faster, more personalized customer support with Zendesk Messaging

Infinity pampers film aficionados with Zendesk

Infinity, the Italian on-demand streaming platform, needed a customer support system that could scale with its growth while keeping the experience fast, personal, and easy to use for its 3M+ users. To meet that challenge, Infinity turned to Zendesk Messaging, using the Zendesk Suite across chat, guide, support, and talk to manage rising contact volumes and improve service across multiple channels.

With Zendesk Messaging, Infinity built a more autonomous, omnichannel support operation with self-service, faster routing, and highly customizable workflows. The results included a 60% increase in help center traffic, a 40% survey response rate, and strong customer satisfaction, including a 90% CSAT for text support, while response times stayed well below industry benchmarks.

Infinity

Valentina Consalvo

CRM and Customer Care Manager