Case Study: ACLU achieves a 90.5% CSAT rating and faster ticket resolutions with Zendesk Talk

ACLU - Customer Case Study

The ACLU, a national nonprofit founded in 1920 with 53 affiliates and more than 1.6 million members, needed faster, more consistent constituent support and improved agent performance. To meet growing demand and streamline service, the organization partnered with Zendesk Talk and deployed Zendesk Support to centralize ticketing and speed up responses.

Using Zendesk Talk’s platform and Zendesk Support tools, the ACLU improved agent workflows and shortened response times—customers now frequently see tickets resolved within the hour. As a result of Zendesk Talk’s implementation, the ACLU’s customer satisfaction (CSAT) rating rose to 90.5%, signaling clear, measurable improvements in support performance and user experience.

ACLU

Justin Birdsong

Associate Director of Enterprise Database Systems