Case Study: Starling Bank achieves 24/7 omnichannel, scalable customer support with Zendesk Talk

Starling Bank chose Zendesk to offer omnichannel support

Starling Bank, a mobile-only UK challenger bank, needed a scalable, 365/24/7 customer service solution as it grew from a three-person support team to over 18 staff and began handling up to 500 customer contacts a day. To deliver omnichannel support and meet fast-changing customer needs, Starling chose Zendesk products — including Zendesk Support, Zendesk Chat and Zendesk Talk — to unify chat, in-app messaging and voice channels.

Using Zendesk Talk alongside Zendesk Support and Chat, Starling implemented a single ticketing system that links every customer engagement, enables cross-channel routing and custom views for other teams, and supports agents trained to handle all contact methods. The deployment allowed Starling to scale quickly, maintain 24/7 coverage, better track customer journeys and staffing needs (for example identifying peak chat times), and achieve strong customer satisfaction levels — all managed through Zendesk Talk and the broader Zendesk suite.

Starling Bank

Patrick Vardhan

Head of Customer Service