Case Study: Automattic achieves 24/7 virtual global support and 85–95% CSAT with Zendesk

Automattic manages its virtual global support organization with Zendesk

Automattic, the mostly-remote company behind WordPress.com, WooCommerce and Jetpack, supports millions of websites worldwide with a 950-strong global team that includes 350 “Happiness Team” support agents. With a user base spanning every country and use case, Automattic needed a way to deliver consistent, mission-critical, 24/7 customer service, onboard remote hires effectively, and maintain high-quality communication across a distributed workforce without relying on night shifts.

Automattic has used Zendesk Support since 2011 as a centralized workspace, supplemented by Klaus for peer-reviewed conversation scoring and continuous feedback. Zendesk powers fast onboarding (agents can be productive in days), coordinated 24/7 coverage, and a quality-focused approach to KPIs. The result: scalable global support with CSAT consistently between 85–95%, streamlined workflows, and stronger collaboration across a virtual team.

Automattic

Kristina Nikolova

Director of Support Operations