Case Study: 99designs achieves omnichannel support visibility with Zendesk Support

99designs replaced 3 systems with a Zendesk omnichannel solution

99designs, the global creative platform connecting businesses with freelance designers, needed a better way to support two different user groups across email, chat, phone, and self-service. Before switching, it used three separate systems for its support channels, which made reporting and day-to-day management difficult for its 24/7, multilingual support team.

99designs moved to Zendesk Support as part of a Zendesk omnichannel solution, using Support, Chat, Talk, and Guide. The team said it took only two days to switch chat and phones, and the new setup gave them one place to manage tickets, real-time agent visibility, and better reporting; chat CSAT averaged 97%, and Guide also helped reduce inbound chats while bringing in organic traffic to the help center.

99designs

Zach Kulas

Director of Global Support