Case Study: Starling Bank delivers omnichannel customer support with Zendesk Support

Starling Bank chose Zendesk to offer omnichannel support

Starling Bank, the first mobile-only bank to offer UK current accounts, needed a customer service platform that could keep pace with its fast growth and 365/24/7 support model. As its support team expanded from three people to more than 18 full-time and part-time operatives, the bank was handling up to 500 customer contacts each day across multiple channels.

Starling Bank chose Zendesk Support, along with Zendesk Chat and Zendesk Talk, to manage omnichannel service and route requests across teams. Zendesk gave Starling a single view of customer interactions, helped the team respond through live chat and in-app chat, and supported real-time tracking of customer satisfaction and contact patterns as the bank continued to scale.

Starling Bank

Patrick Vardhan

Head of Customer Service