Case Study: iCard achieves 70% productivity gain and faster multilingual customer support with Zendesk Talk

Better service, better products: How Zendesk helps iCard grow its customer base

iCard, a Bulgaria-based digital payments company with over 255,000 retail and 55,000 business customers across the EU, faced the challenge of supporting customers across 10 brands and 10 languages while scaling rapidly. To centralize channels and deliver 24/7 multilingual support, iCard adopted Zendesk Talk alongside Zendesk Support and Chat.

Using Zendesk Talk, Support and Chat, iCard centralized email, phone, chat and mobile support, implemented multibrand help centers, language-specific macros and automated routing, and integrated with JIRA for escalations. The result: reply times improved threefold, agents now handle 35,000 monthly tickets at twice the prior rate (about a 70% productivity gain), and chat adoption sharply reduced call volume while providing better product feedback to development teams.

iCard

Maria Angelova

Customer Service Manager