Case Study: amaysim achieves simplified omnichannel support and 96% SLA adherence with Zendesk Talk

With Zendesk, omnichannel support is simple for amaysim

amaysim, an Australian telco and energy provider serving over 1.1 million customers, needed to scale customer service quickly as it expanded into broadband, energy and tech while handling tens of thousands of emails, calls and chats per month. Overwhelmed managing enquiries in Outlook, the company partnered with Zendesk Talk and adopted Zendesk Support, Guide, Chat and Talk to create a simple, omnichannel experience for agents and customers.

Working with Zendesk Talk and Zendesk professional services, amaysim rolled out broadband support in six to seven weeks, centralized knowledge with Guide, and added workforce and reporting apps from the Zendesk Apps Marketplace. The implementation improved visibility and onboarding, delivered measurable results — 96% SLA adherence, top NPS for mobile in Australia, broadband KPIs met from launch, and internal IT ticket volume visibility increasing from ~200 to over 1,000 tickets per month — enabling scalable, consistent support.

amaysim

Julian Rosenberg

PR Manager