Case Study: Unleashed achieves omnichannel support and faster self-service with Zendesk Messaging

Unleashed expands omnichannel support, brand by brand

Unleashed, a Belgian mobile services company managing brands like Mobile Vikings, JIM Mobile, and Stievie, needed a more scalable way to support fast growth across channels and brands. After moving beyond Gmail and scattered social media request handling, Unleashed turned to Zendesk Messaging to replace fragmented support with a user-friendly, integrated omnichannel system.

Zendesk Messaging helped Unleashed implement Support, Guide, Chat, Explore, and Answer Bot, creating brand-specific help centers, workflows, and reporting across three brands. The result was an 8:1 self-service ratio, more than 9% of tickets resolved by Answer Bot, and faster support performance, including an average of 6 seconds to connect customers with agents at Mobile Vikings, while customer satisfaction reached nearly 92%.

Unleashed

Jonas Grooten

Customer Care Lead