Case Study: SlicePay improves customer support efficiency with Zendesk Messaging

Zendesk Support allows SlicePay to easily serve over 150K customers with a team of five

SlicePay is a fast-growing fintech startup in India that helps students access credit for purchases like laptops and mobile phones through flexible monthly installments. As its customer base grew to more than 150,000 users, the team struggled to keep up with support requests and lacked enough visibility into response times while using Intercom.

SlicePay migrated to Zendesk Messaging, specifically using Zendesk Support and Guide, to centralize customer service and add a help center for self-service. With Zendesk Messaging, the team gained analytics to monitor response times and workloads, improved accountability, and was able to handle about 400 tickets a day with a team of five, achieving a 7-hour average first response time and a 9.6-hour average resolution time.

SlicePay

Suhas Reddy

Director of Operations