Case Study: mySugr achieves 90% CSAT and faster single-touch resolutions with Zendesk Talk

mySugr delivers personalized diabetes expertise with Zendesk

mySugr, a Vienna‑founded diabetes management company used by more than 1.6 million people in 65 countries, needed to deliver highly personalized, secure and multilingual support for complex medical‑device issues while handling roughly 32,000 tickets a year. To scale safe, expert care and onboarding, mySugr adopted Zendesk Talk (alongside Zendesk Support, Guide and Chat) to power phone onboarding, ticketing and self‑service across regions.

Using Zendesk Talk and the broader Zendesk platform, mySugr implemented phone onboarding, a multilingual help Guide (cutting service tickets by 10%), Chat to boost bundle sign‑ups, and multiple integrations (User Data, JIRA, Trello and custom API apps) to speed triage and cross‑team collaboration. The outcome: 60% of tickets resolved in a single touch, CSAT averaging 90% (above the 80% goal), faster issue resolution in hours, and improved conversion and operational agility.

mySugr

Anne Kainz

Customer Support Lead-Global