Case Study: Viaplay achieves seamless omnichannel customer support with Zendesk Messaging

Viaplay’s omnichannel strategy is designed for customer happiness

Viaplay, the Nordic streaming company, needed a scalable way to support fast-growing customer demand across many channels while keeping the experience simple and customer-focused. Using Zendesk Messaging along with Zendesk Support, Chat, and Talk, Viaplay managed omnichannel service for email, web, SMS, live chat, and more, while serving about 40,000 contacts per month.

Zendesk Messaging helped Viaplay customize chat, add SMS capabilities, and use analytics to better understand customer needs. The results included a 91% average CSAT, more efficient handling across 7 support channels, and a major reduction in ticket pressure as customers self-served up to 90% of issues on their own.

Viaplay

Tomas Yangbyn

Head of Customer Service and Digital Development