Case Study: PayJoy achieves faster, scalable customer support and 60% fewer inbound calls with Zendesk Talk

PayJoy unlocks access to finance for the world’s underbanked—one smartphone at a time

PayJoy, a fintech that unlocks access to finance for the underbanked through pay-as-you-go smartphone lending across more than 10 countries, faced a fragmented support stack as it scaled: VoIP, email, chat tools, a single WhatsApp phone and homegrown tracking left agents without context, slow response times, and lost customers. To consolidate channels and build a scalable support foundation, PayJoy adopted Zendesk Talk alongside the broader Zendesk suite (Support, Chat, Guide, Explore and the WhatsApp integration).

By centralizing all channels with Zendesk Talk and the Zendesk platform, PayJoy routed tickets into one system, added WhatsApp and chat integrations, and trained agents to use the unified tools. The result: WhatsApp SLA fell from about 24 hours to 45 minutes, chat sessions grew ~10% month-over-month, inbound call volume dropped roughly 55% (with routine requests handled via WhatsApp), agents quadrupled sales-support capacity, and CSAT averaged 92%, enabling faster responses and smoother global growth with Zendesk Talk.

PayJoy

Gib Lopez

Co-Founder and Chief Operations Officer