Case Study: Monese achieves 59% faster first response time and 10% higher CSAT with Zendesk Talk

Monese improved its FRT by 59% with a Zendesk solution

Monese, a digital-first fintech that helps immigrants and expats open bank accounts across the UK and Europe, was struggling with fragmented channels, dropped and mixed calls, and limited reporting as it scaled. After using Freshdesk for voice and Intercom for chat, Monese chose Zendesk Talk and the broader Zendesk suite (Zendesk Support, Zendesk Guide, Zendesk Chat) to centralize contacts, improve call reliability, and gain the analytics needed for European expansion.

Using Zendesk Talk along with Support, Guide and Chat, Monese implemented omnichannel routing, automatic callbacks, a translated help center to deflect tickets, and deep analytics plus integrations (PlayVox, Google Play/Trustpilot, social-to-ticket). The change cut first response time by 59%, raised CSAT by 10 percentage points, supported ~25,500 contacts/month with a 25-agent core team, and delivered more reliable calls and actionable reporting — tangible improvements credited to Zendesk Talk.

Monese

Lauri Haav

Head of Customer Loyalty