Case Study: LINE MOBILE achieves 20% lower contact costs and instant 24/7 chat support with Zendesk Messaging

LINE MOBILE’s digital-first support passes savings on to customers

LINE MOBILE is a Thailand-based, digital-first telco that launched in September 2017 with a mission to deliver a hassle-free mobile experience. After attracting one million users within eight months, the company faced the challenge of scaling customer support without the time and expense of traditional call centers while maintaining fast, high-quality service.

LINE MOBILE implemented Zendesk’s suite (Support, Chat, Guide, Mobile SDK, Talk Partner Edition and API) to prioritize 24/7 live chat, boost self-service, and integrate phone support. The streamlined setup and short training time let agents respond in under a minute, keep phone waits low, and manage multiple conversations—resulting in a 20% reduction in cost per contact and consistently high satisfaction (over 95% CSAT for live chat).

LINE MOBILE

Anuchit Khamnoi

Head of Customer Service