Case Study: Monese achieves 59% faster first response time and 10% higher customer satisfaction with Zendesk Messaging

Monese improved its FRT by 59% with a Zendesk solution

Monese is a digital-first fintech that provides bank accounts and debit cards for immigrants and expats across Europe. As the company grew and prepared to scale into new markets, its legacy stack (Freshdesk for voice and Intercom for chat) suffered from dropped and lost calls, poor voice quality, and limited reporting, making it hard to centralize channels, meet SLAs, and support a multilingual user base.

Monese moved to Zendesk’s omnichannel suite (Support, Chat, Guide, Talk) and integrated third-party apps via API to enable automatic callbacks, translated self‑service, unified ticketing, and deeper analytics and QA. The change gave agents better visibility into customer history and faster reporting, helping 25 agents handle ~31,600 contacts/month (≈25,500 calls/month) while reducing first response time by 59% and increasing CSAT by 10%.

Monese

Lauri Haav

Head of Customer Loyalty