Case Study: Omada Health achieves faster patient support and 95% CSAT with Zendesk Talk

Omada Health's innovative approach to patient care

Omada Health, a San Francisco–based provider of digital diabetes and chronic disease prevention programs, faced growing customer service complexity as it scaled: four support teams serving participants, sponsors, health coaches and internal IT were hampered by its legacy provider (Help Scout) due to poor voice integration, limited reporting, and an inability to integrate with Omada’s platform. Seeking better phone support, reporting, API flexibility and remote-agent capabilities, Omada evaluated options and chose Zendesk’s omnichannel suite—including Zendesk Talk, Support and Guide—to modernize its support operations.

Omada engaged Zendesk Professional Services to roll out five Zendesk instances and custom API integrations that automatically identify participants, create application tickets, enable call recording and surface SLA-driven queues. The Zendesk Talk solution cut a roughly two-minute contact-identification step to seconds, supports ~6,000 contacts/month, and delivered measurable gains: 95% CSAT for patient support (16% response rate), 95% first-touch resolution on phone, 85% first-touch resolution across channels, and 100% CSAT for internal IT—improving visibility, efficiency and security across the organization.

Omada Health

Bill Dougherty

Vice President of IT and Security