Case Study: Sezzle achieves a 95% reduction in first response time with Zendesk Messaging

Sezzle + Zendesk Building on best practice to support rapid growth

Sezzle is a Minneapolis-based public benefit B Corp in the buy‑now‑pay‑later space that helps shoppers split purchases into four interest‑free payments and serves over 34,000 retail partners. Rapid growth exposed limits in their legacy support system—it couldn’t scale, route or merge tickets, or handle surges—putting shopper experience and merchant onboarding at risk.

Sezzle migrated to Zendesk (Chat, Explore, Guide), empowered top agents to design standardized workflows and built a knowledge base and analytics processes. The change delivered a 95% drop in first‑response time, a 3x expansion of support operations, roughly 20% of tickets resolved via self‑service (10–20% deflection saving an estimated 6–12 FTEs), faster merchant onboarding, richer product insights, and maintained high agent and customer satisfaction.

Sezzle

Nathen Brickner

Director of Support Enablement