Case Study: Upwork achieves 90% self-service adoption with Zendesk Support

Upwork - Customer Case Study

Upwork, the online marketplace for freelancers, needed a support setup that could keep pace with its global user base and internal team of up to 700 freelancers. To give clients and freelancers a more seamless experience, the company moved to Zendesk Support and used Zendesk Guide, Zendesk Chat, and phone integration through inContact.

With Zendesk, Upwork centralized support across email, live chat, phone, and self-service so agents could see customer history in one place and route cases more effectively. The company reported a 90% self-service adoption rate with Zendesk Guide, a 10% increase in self-service usage, a 20% improvement in adherence to chat SLA, and a 50% increase in productivity.

Upwork

Joe Wang

Director of Customer Experiences