Case Study: JustGiving reduces email volume and improves customer support with Zendesk Support

Supporting the world's largest online fundraising community with Zendesk Support

JustGiving, a large online fundraising community, needed a better way to handle support across its B2C and B2B teams. Its previous help desk could not support a multichannel approach that included social media, and the interface was not intuitive for advisors.

JustGiving switched to Zendesk Support in March 2011 and customized it with features including live chat, Salesforce integration, social support, mobile-ready help, and Zendesk Guide. The changes helped cut email volume by 50% during the London Marathon season between 2010 and 2011, while also improving customer satisfaction, freeing up resources, and giving the team richer customer insight.

JustGiving

Huu Anh Chu

Head of Customer Experience