Case Study: Zuora achieves 95% customer satisfaction with Zendesk Support

How Zuora's beating the industry benchmark with their multichannel support

Zuora, a software provider that brings subscription businesses under one roof, outgrew its existing support solution after just over a year. Its interface and workflow were not meeting service needs, customization was difficult, and add-ons such as a customer portal and out-of-the-box integrations came with high fees.

Zuora migrated to Zendesk Support in less than 45 days and now uses Support and Talk to provide multichannel service by email, web, phone, chat, and Twitter. With Zendesk Support, Zuora reached 95 percent customer satisfaction, above the 84 percent benchmark, supports more than 750 businesses, and serves support inquiries with 45 agents across multiple teams and local-language support.

Zuora

Fernando Duarte

Senior Manager of Global Support