Case Study: Viaplay achieves 91% customer satisfaction and scalable omnichannel support with Zendesk Talk

Viaplay’s omnichannel strategy is designed for customer happiness

Viaplay, the Nordic streaming service, needed to deliver seamless, multilingual support across 12 channels to a fast-growing, digitally savvy customer base while keeping agents motivated and customers satisfied. After a 2017 campaign showed customers preferred texting questions, Viaplay chose Zendesk Talk (as part of the Zendesk suite) to help unify phone, SMS, chat, email, social and self‑service contacts and manage high contact volumes (about 40,000/month).

Using Zendesk Support, Zendesk Chat and Zendesk Talk (including Zendesk Talk’s SMS capability), plus Conversocial for social channels, Viaplay customized chat with the Zendesk API and centralized analytics to improve routing and reporting. The solution helped shift contacts to digital channels (social now ~50% of volume), reduce ticket volume despite growth, enable self‑service to resolve up to 90% of issues, and achieve an average CSAT of 91% while improving agent effectiveness.

Viaplay

Tomas Yangbyn

Head of Customer Service and Digital Development