Case Study: GoFundMe achieves fast first response times with Zendesk Support

GoFundMe strives for uber-fast first response times

GoFundMe uses Zendesk Support and Zendesk Guide to manage customer service for people raising funds in stressful situations. As the company grew, it needed a way to deliver the lightning-fast first response time it promises on its home page, while still supporting customers who may be dealing with illness, loss, natural disasters, or other urgent needs.

Zendesk Support helped GoFundMe build a highly structured support operation across San Diego and Dublin, with 24/7 service in six languages through email, Facebook Messenger, and a self-service help center. The team also uses Zendesk Talk, macros, triggers, automations, and self-service tools to handle up to 50,000 tickets a month, and GoFundMe says its CSAT rating is consistently over 90 percent.

GoFundMe

Morgan Wood

Head of Customer Happiness