Case Study: Mortgage Coach achieves 97% customer satisfaction and halves response time with Zendesk Sell

Mortgage Coach’s fast, easy support with Zendesk Chat

Mortgage Coach, a presentation-tool provider for mortgage loan originators, needed a modern, searchable, omnichannel support system to replace an unwieldy Salesforce email-to-case setup. They engaged Zendesk Sell, deploying Zendesk Support, Zendesk Chat and Zendesk Guide (and integrating with Base CRM) to give customers fast, mobile-friendly help and to provide the support team with shared visibility and searchable case history.

Using Zendesk Sell’s suite, Mortgage Coach unified channels, added live chat, and connected sales and service data via Base CRM. The results: a 97% customer satisfaction rating, an 11% increase in NPS within two years, cross-channel first response time cut from ~15 minutes to under 8, two reps now able to serve up to 10,000 users (vs. 5,000 previously), weekly handling of 350–525 tickets, and significant ticket deflection from the help center.

Mortgage Coach

Jacob Gibbs

Director of IT/QA Support Services