Case Study: GoFundMe achieves lightning-fast first response times and 90%+ CSAT with Zendesk Talk

GoFundMe strives for uber-fast first response times

GoFundMe, the crowdfunding platform serving 40 million people across 19 countries, needed ultra-fast first response times to support users often contacting the service during crises. To replace fragmented Gmail- and UserVoice-based workflows, GoFundMe adopted Zendesk Talk alongside Zendesk Support and Zendesk Guide to power 24/7, multilingual support across email, Facebook Messenger, phone, and a self-service help center.

Using Zendesk Talk, Support and Guide plus automated workflows (about 800 macros), a Chrome text-expander, Solvvy-driven self-service and targeted triggers, GoFundMe streamlined ticket routing so agents handle 60–100 tickets a day and the team manages up to 50,000 tickets monthly. The Zendesk-based solution helped maintain CSAT consistently above 90%, sped email response times, improved disaster communication, and drove closer collaboration with product and engineering to reduce recurring issues.

GoFundMe

Morgan Wood

Head of Customer Happiness