Case Study: SlicePay serves over 150K customers with Zendesk Support

Zendesk Support allows SlicePay to easily serve over 150K customers with a team of five

SlicePay, a financial technology startup in India, helps students access credit to buy items such as laptops and mobile phones and pay in monthly installments. As its student base grew to more than 150,000 customers, the team struggled with a rising volume of live chat enquiries and limited visibility into response times while using Intercom.

In March 2017, SlicePay moved its customer support to Zendesk Support and Guide to centralize service and encourage self-service through a help center. With Zendesk Support, the team says it can answer more customer queries, track analytics on response times, and manage workloads more effectively; the company handles 400 tickets per day, with an average first response time of 7 hours and an average resolution time of 9.6 hours.

SlicePay

Suhas Reddy

Director of Operations