Case Study: ACLU achieves a 90.5% CSAT rating with Zendesk Support

ACLU’s CSAT rating rose to 90.5% with Zendesk Support

The American Civil Liberties Union (ACLU), a national nonprofit founded in 1920 with 53 affiliates and over 1.6 million members, struggled with an aging on‑premises help system that made tracking tickets, standardizing workflows, and gaining visibility into support queues difficult. Its IT team handles up to 50 time‑sensitive requests per day—access, hardware, software, and troubleshooting—and needed faster, more consistent support processes.

By adopting Zendesk Support (with Talk and Guide) the ACLU standardized web forms, automated routing with macros and triggers, and linked phone and knowledge‑base channels to deflect common issues. The result: streamlined workflows, clearer reporting for managers, faster responses (many issues resolved within an hour) and a customer satisfaction rating of 90.5%, enabling the team to better support the organization’s mission.

ACLU

Justin Birdsong

Associate Director of Enterprise Database Systems