Case Study: 99designs achieves unified omnichannel support and 97% CSAT with Zendesk Talk

99designs replaced 3 systems with a Zendesk omnichannel solution

99Designs is a global creative platform that connects businesses and freelance designers, and its support team needed to serve two distinct user groups across email, chat, phone and self‑service in eight languages. Facing fragmented tooling (Desk.com, Switchvox, Olark) that made reporting and maintenance difficult, 99Designs evaluated omnichannel options and selected Zendesk Talk to consolidate their support stack (using Support, Chat, Talk and Guide).

Using Zendesk Talk, 99Designs replaced three systems with a unified omnichannel solution, onboarding chat and phone in just two days and integrating caller‑ID and backend profile data via the Zendesk API so agents see full customer context on contact. The switch gave the team unified visibility, tagging and reporting, access to Apps Marketplace features like Five Most Recent, easier agent provisioning and improved self‑service via Guide; measurable outcomes include a 97% average chat CSAT and faster resolution workflows that reduced channel silos.

99Designs

Zach Kulas

Director of Global Support