Case Study: Circles.Life achieves omnichannel, scalable support and cost savings with Zendesk Talk

Circles.Life gives telco power back to the people through omnichannel customer support

Circles.Life, Singapore’s first fully digital telco, needed to deliver fast, omnichannel customer support while scaling rapidly and addressing common telco frustrations like limited data and poor service. To centralize customer data and support a digital‑first experience across channels, Circles.Life chose Zendesk Talk, implementing Zendesk Support, Guide, Chat, Message and Answer Bot to give customers choice and streamline agent workflows.

Using Zendesk Talk, Circles.Life trains 50 cross‑channel agents in about two weeks, handles roughly 30,000 tickets a month amid 20% monthly customer growth, and routes 65% of inquiries through chat. Answer Bot deflects about 10% of email questions and reduces cost per answered question by ~50%, while consolidated insights help maintain SLAs (email 3 hours, chat 60 seconds, social 22 minutes) and support a CSAT goal of 90% and an NPS of 54, delivering measurable efficiency and cost savings.

Circles.Life

Megan Yulga

Marketing Manager