Case Study: charity: water enhances supporter experience with Zendesk Support and Zendesk Guide

Charity Water - Customer Case Study

charity: water, a nonprofit dedicated to bringing clean and safe drinking water to every person in the world, wanted to deliver the same high-quality supporter experience across every interaction. The team needed to respond to every inquiry, while also making information easy to find without contacting support directly. To do that, it used Zendesk Support and Zendesk Guide.

With Zendesk Guide, charity: water created a help center that was simple, beautiful, thoughtful, and inviting, while Zendesk Support helped the 10-agent team manage 35,000+ customers served and keep interactions fast, accurate, and on brand using macros and user tags. The organization reported 90% customer satisfaction and said Zendesk Support made it more effective at communicating with supporters and keeping a running total of the people it was helping.

Charity: Water

Kaitlyn Jankowski

Supporter Experience Manager