Case Study: mySugr achieves personalized, secure diabetes support and 90% CSAT with Zendesk Messaging

mySugr delivers personalized diabetes expertise with Zendesk

mySugr is a Vienna‑based diabetes care company (part of Roche) that serves over 1.6 million users across 65 countries with its app, subscription supplies, and coaching. A small global support team handles about 32,000 tickets a year and faced the challenge of delivering knowledgeable, secure, multilingual, and highly personalized care for people living with diabetes while meeting medical‑device documentation and safety requirements.

mySugr implemented Zendesk’s omnichannel stack (Support, Talk, Guide, Chat) plus marketplace integrations and custom apps to centralize customer data, enable self‑service, and streamline cross‑team collaboration. The result: a 10% reduction in tickets via Guide, 60% of issues resolved in a single touch, faster troubleshooting, and an average CSAT of 90%, while preserving personalized, secure support and scalable workflows.

mySugr

Anne Kainz

Customer Support Lead-Global