Case Study: OnePlus achieves streamlined global omnichannel support and 86% one-touch resolution with Zendesk Messaging

OnePlus chose Zendesk for its global omnichannel solution

OnePlus, the smartphone maker built around a community-driven mission, was rapidly scaling and found its growing customer service operation split across different tools and regions. As volume and channels expanded, the company needed a standardized, efficient way to deliver consistent global support across email, chat, social, and phone.

OnePlus adopted Zendesk Support, Chat, Talk, and Guide to create a unified omnichannel platform, enabling local support hours, centralized analytics, automated workflows, and a shared knowledge base. The result: live chat now handles about 60% of inquiries, agents achieve an 86% one‑touch resolution rate, and the company has maintained strong CSAT and first‑response performance while simplifying operations and coaching.

OnePlus

Maria Kozlova

Data Analyst