Case Study: Fullscript achieves scalable, HIPAA-compliant omnichannel customer support with Zendesk Talk

Fullscript selects a Zendesk omnichannel solution to scale as it grows

Fullscript, a healthcare e‑commerce platform that helps practitioners prescribe and ship professional‑grade supplements without holding inventory, was growing rapidly (2,000+% GAAP revenue growth over three years) and needed to consolidate multiple channel tools into a single, scalable, HIPAA‑compliant support system. To meet that need Fullscript selected Zendesk Talk, deploying Zendesk Support, Guide, Chat and Talk to standardize workflows and prepare to scale its customer success team up to fourfold.

Zendesk Talk’s omnichannel implementation centralized phones, email, chat and knowledge into one platform, enabled secure HIPAA‑compliant handling of sensitive data, and simplified reporting and cross‑department visibility. The rollout let agents be trained on Zendesk in two days (with three‑week overall onboarding), supported monthly volumes of roughly 15k calls, 5k emails and 13k chats, and helped drive live chat growth of about 4% month over month—giving Fullscript a single “customer source of truth” and the tools to scale support efficiently.

Fullscript

Marcus Sinclair

Head of Customer Success