Case Study: Zip achieves faster response times and scalable omnichannel support with Zendesk Talk

With Zendesk, agents focus on the customer, not the software

Zip, a fast-growing Australian fintech founded by Larry Diamond and Peter Gray, needed to scale customer support across email, phone, SMS and live chat to serve users of zipMoney and zipPay. To meet that challenge, Zip adopted Zendesk Talk as part of the broader Zendesk suite—using Support, Talk and Chat—to provide an omnichannel platform for customer care.

By implementing Zendesk Talk and integrating Support/Chat with Salesforce, DigitalGenius and other systems, Zip centralized workflows, automated responses, and sped agent onboarding. The solution supports roughly 8,000 tickets per week, with average handling time around 230 seconds, 65% of calls answered within 50 seconds, 50% of emails answered quickly (half within about 15 minutes), and an 80% customer satisfaction rating—helping agents focus on customers rather than software.

Zip

Larry Diamond

Chief Executive Officer & Co-Founder