Case Study: PayJoy achieves 4x sales support capacity with Zendesk Messaging

Unlocking finance with innovation for those who lack banking access, one smartphone at a time

PayJoy, a fintech company serving unbanked and underbanked customers, was struggling to support rapid growth with a patchwork of homegrown and third-party tools. As inquiries piled up across chat, email, calls, Facebook, and WhatsApp, the lack of a single system created information gaps, slow responses, and limited sales support capacity. PayJoy turned to Zendesk Messaging and the broader Zendesk suite to unify its customer support operations.

With Zendesk Messaging, PayJoy integrated WhatsApp and routed multiple channels into one platform, reducing its WhatsApp SLA from 24 hours to 6 hours and then to 1 minute after training. The result was a 4x increase in sales support capacity, a 60% reduction in inbound calls, 10% month-over-month growth in chat sessions, and a steady 92% CSAT.

PayJoy

Gib Lopez

Co-Founder and Chief Operations Officer