Case Study: Connective achieves 99% CSAT and makes live chat its top channel with Zendesk Messaging

The support team at Connective achieves a 99% CSAT rating and has seen live chat become their most popular channel

Connective is an Australian cloud-based mortgage aggregator that supports more than 2,700 brokers and attributes much of its growth to outstanding customer service. As customer enquiries grew beyond email and phone, the support team—initially reluctant to add live chat—needed a faster, more efficient way to handle higher volume without scaling headcount.

Using Zendesk Support, Guide, and Chat, Connective built a Help Centre and rolled out live chat, enabling agents to handle multiple conversations simultaneously. Chat quickly became the preferred channel—now handling about 50% of inquiries—helping the team avoid hiring extra staff, discontinue phone support, and maintain a 99% CSAT while improving response times and overall efficiency.

Connective

Tim McMinn

Training and Support Manager