Case Study: Starling Bank achieves 24/7 omnichannel customer support and scalable service with Zendesk Messaging

Scaling and adapting for 365/24/7, omnichannel support

Starling Bank is a mobile-only UK challenger bank that needed a scalable way to deliver exceptional 365/24/7 customer service as it grew from a tiny team to handling up to 500 customer contacts a day. The challenge was to support customers across multiple channels (in-app and desktop chat, phone, etc.) while maintaining visibility into every customer journey and routing enquiries quickly to the right teams.

Starling implemented Zendesk Support, Chat and Talk to create a unified, omnichannel support platform. By linking every engagement to a single ticket, creating custom team views and training agents to handle all contact methods, Starling now delivers round‑the‑clock support, gains real‑time visibility into contact volumes for smarter staffing, and enjoys high customer satisfaction—while exploring additional channels like Google Play Reviews and SMS.

Starling Bank

Patrick Vardhan

Head of Customer Service