Case Study: Monese improves first response time by 59% with Zendesk Support

Monese improved its FRT by 59% with a Zendesk solution

Monese, a digital banking app for people moving to the UK or mainland Europe, needed a better way to handle growing customer support as it expanded across Europe. Its earlier setup used Freshdesk for voice and email and Intercom for chat, but the company had problems with dropped and missing calls and wanted a single system that could scale with its team.

Monese switched to Zendesk Support, Zendesk Chat, Guide, and Talk to centralize omnichannel service, improve reporting, and deflect tickets with translated help center articles. With Zendesk, Monese increased CSAT by 10 percentage points and reduced first response time by 59%, while giving its 25-agent team better visibility into calls, tickets, and customer history.

Monese

Lauri Haav

Head of Customer Loyalty