Case Study: 99designs achieves unified omnichannel support and faster insights with Zendesk

99designs replaced 3 systems with a Zendesk omnichannel solution

99designs is a global creative platform that connects businesses with freelance designers. Supporting two distinct user groups (clients and designers) across Melbourne, Berlin and Oakland—and in eight languages—meant 99designs needed 24/7 omnichannel support. Before Zendesk they ran email, phone, and chat on three separate vendors, which made management, reporting, and agent workflows fragmented and inefficient.

99designs replaced those systems with Zendesk Support, Chat, Talk and Guide, onboarding in days and customizing integrations (caller ID, Apps Marketplace) to give agents a single view of every interaction. The unified stack delivers real‑time reporting, easier agent provisioning, a 97% average CSAT on chat, clearer refund insights, reduced ticket volume via Guide, and increased organic traffic to their help center—improving efficiency, visibility, and customer outcomes.

99Designs

Zach Kulas

Director of Global Support