Case Study: Connective achieves 99% CSAT and moves 50% of support to live chat with Zendesk Support

Connective - Customer Case Study

Connective, an Australian cloud-based mortgage aggregator, wanted customer support that could keep pace with its growth and better serve more than 2,700 mortgage brokers. The team had relied mainly on email and phone support, but rising enquiry volume made it clear that those channels alone were no longer enough.

Using Zendesk Support and Zendesk Chat, Connective built a Help Centre, added live chat, and gradually shifted customers toward faster self-service and messaging. Live chat grew to handle up to 50% of enquiries, CSAT reached 99%, and the company avoided hiring three additional support staff. Connective also stopped providing voice support after seeing how much more efficient chat was for both customers and agents.

Connective

Tim McMinn

Training and Support Manager