Case Study: Azimo achieves seamless, secure omnichannel customer service with Zendesk Talk

Valuable, speedy, secure Azimo delivers priceless customer service with Zendesk

Azimo, a fast-growing fintech that lets customers send money to 195+ countries, faced fragmented customer data and rising support complexity as its user base grew. Customers contacted the company across chat, email, phone, app and social media, while Azimo’s incumbent solution left contact info split across platforms and couldn’t support in‑app chat or omnichannel routing—prompting Azimo to move to Zendesk and adopt Zendesk Talk alongside Support, Guide and Chat to unify communications.

Azimo integrated its customer database into the Zendesk platform, added language‑based routing and automation (Round Robin, Out of Office), and connected Trustpilot and third‑party tools via the Zendesk SDK; Zendesk Talk provided the unified voice channel. The change scaled support to 45 agents across eight languages handling 20,000+ engagements per month, consolidated 14% duplicate tickets, lifted Trustpilot to a 9.0 rating and moved Azimo’s NPS from negative to +21 in months after a six‑month migration.

Azimo

Kevin Miodek

Head of Customer Support and Operations