Case Study: Surrey County Council improves multichannel customer support with Zendesk Support

Surrey County provides citizens with seamless, proactive, multichannel support

Surrey County Council provides services to more than 1.1 million residents across areas such as library renewals, adult and children’s social care, and transport. As population growth increased contact volumes and residents began reaching out through more channels, the council needed a way to stay efficient despite budget cuts. It turned to Zendesk Support to help manage high daily demand across email, phone, and social media.

With Zendesk Support, Surrey County Council handles roughly 2,000 requests a day and can screen Twitter for mentions of Surrey to respond before issues escalate. The council also uses the platform to pull information from 18 different systems, creating a smoother handoff between channels and reducing the need for residents to repeat themselves. Mark Irons said this made the experience feel “slick and modern” from the customer’s perspective.

Surrey County Council

Mark Irons

Head of Customer Services