Case Study: Zuora achieves 95% customer satisfaction and global multichannel support with Zendesk Talk

How Zuora's beating the industry benchmark with their multichannel support

Zuora, a subscription-business software provider, was outgrowing its legacy support platform — the interface and workflows were cumbersome, customization was difficult, and add-on fees for portals and integrations were high. After evaluating alternatives, Zuora chose Zendesk Talk (using Zendesk Support and Talk) and completed a full migration in less than 45 days to get the multichannel, customizable support they needed.

Using Zendesk Talk, Zuora deployed multichannel, multilingual support (email, web, phone, chat, Twitter) with inbound global phone coverage powered by Twilio and local numbers in the US, Canada, UK, and Netherlands. The Zendesk Talk solution helped Zuora reach 95% CSAT (vs. an 84% benchmark), handle hundreds of monthly inquiries across support, CSM, professional services and product teams, and scale through triple-digit customer growth.

Zuora

Marlene Summers

Director of Global Support