Case Study: Infinity achieves faster response times and higher customer satisfaction with Zendesk Talk

Cinema first and foremost: Infinity pampers film aficionados with Zendesk

Infinity, the Italian video-on-demand platform, needed to remove friction for new streaming users, scale customer support as competition (like Netflix) intensified, and make its service easy to use across devices for millions of customers. To meet those challenges, Infinity adopted Zendesk Talk as part of the Zendesk Suite—using Support, Guide, Chat, and Talk—to centralize omnichannel support and build a self‑service experience.

Using Zendesk Talk, Infinity implemented an integrated omnichannel solution handling web, email, chat, SMS and social contacts and a self‑service help center (135K visits/mo, +60% traffic). Customizable routing and automation cut SLA times (chats processed in ~6 seconds, emails answered in 9 hours vs. 24 industry standard, texts in ≤12 minutes), drove high CSAT (chat 89%, email 76–80%, text 90%) and a 40% survey response rate, and reduced support volume through published Guide articles—delivering measurable operational and customer‑experience gains.

Infinity

Valentina Consalvo

CRM and Customer Care Manager