Case Study: WePay improves first-response support and customer satisfaction with Zendesk Support

Support insights allow WePay to provide fast service and raise satisfaction

WePay, an online payments platform, expanded from serving college students to supporting businesses and larger organizations. As its customer base and internal team grew, the company needed business applications that could help it quickly understand customer needs and handle support more effectively.

WePay used Zendesk Support to manage multichannel service across email, web, phone, chat, Facebook, and Twitter, while also using macros, Olark integration, and analytics. With Zendesk Support, WePay achieved 98% of tickets resolved at first touch, a 41-minute average first response time, a 3-hour average full resolution time, and a 90% CSAT score.

WePay

Sophie Monroe

Director of Customer Operations