Case Study: Zip achieves faster, more personalized customer support with Zendesk Messaging

With Zendesk, agents focus on the customer, not the software

Zip, the fintech startup behind zipMoney and zipPay, needed a scalable way to deliver fast, personalized support as it grew rapidly and expanded across email, phone, SMS, and live chat. Zendesk Messaging helped Zip manage rising customer demand while keeping agents focused on customers rather than software.

Zendesk Messaging implemented an omnichannel support setup using Support, Talk, and Chat, deeply integrated with Zip’s systems including Salesforce and other tools. The result was faster, more personalized service at scale: Zip handles about 8,000 tickets per week, answers 50% of emails within 15 minutes, and maintains an 80% customer satisfaction rating, while also speeding agent onboarding and improving reporting and insights.

Zip

Larry Diamond

Chief Executive Officer & Co-Founder