Case Study: Singapore Life achieves 96% customer satisfaction and near-instant omnichannel support with Zendesk Talk

Singapore Life disrupts the life insurance market with Zendesk’s omnichannel solution

Singapore Life is a digital‑only life insurance company that set out to remove paperwork and simplify buying and managing policies, but needed a robust omnichannel customer service platform to deliver fast, compliant support. To achieve this, the company adopted Zendesk Support in 2017 and partnered with Zendesk Talk for an integrated omnichannel solution to manage customer interactions across phone, email, chat and messaging.

Zendesk Talk delivered a scalable, end‑to‑end support system—integrated with Slack and used across external support and internal teams (IT, finance, underwriting)—that records interactions for regulatory audit, enables macros/automations, and eases spikes in volume. The result: 24/7 English support with average wait times of mere seconds, roughly 25,000 tickets per month, and a sustained customer satisfaction score of 96%; Singapore Life credits Zendesk Talk with making support more efficient, scalable, and auditable.

Singapore Life

James Shanahan

Chief Operating Officer