Case Study: Sure improves customer support with Zendesk Support

Sure relies on Zendesk's mobile apps for seamless support

Sure used Zendesk Support to replace a system that had required heavy customization and still left gaps in its customer support process. The telecommunications company was handling billing, technical queries, general questions, and fault reports across phone and email, but its old setup made it hard to keep customer information in one place.

With Zendesk Support, Sure centralized ticket details, integrated account and service data from its billing system, and used Zendesk Guide, macros, reporting dashboards, Insights, and mobile apps to manage support across channels. The team also set up automations, order updates, and satisfaction surveys, helping them reply faster, keep communication consistent, and give agents and other departments better visibility into ticket progress.

Sure

Sara Liddle

Head of Customer Strategy