Case Study: Azimo achieves seamless, secure omnichannel customer service with Zendesk

Azimo delivers priceless customer service with Zendesk

Azimo is a fast-growing fintech remittance company founded to make cross-border money transfers affordable and accessible; by 2018 it served over one million customers across 195 countries. Rapid growth and an omnichannel support model—chat, email, phone, web and social—left customer data fragmented across silos, made routing complex for eight language teams, and exposed limits in the incumbent platform (Freshdesk), forcing agents to juggle multiple tools and slowing resolution for time-sensitive transfers.

In February 2018 Azimo migrated to Zendesk, consolidating databases and channels and adding Talk, Support, Guide, Chat plus apps like Round Robin and Out of Office, alongside Trustpilot and SnapCall integrations. The unified, multilingual interface automated routing, reduced platform switching, and improved visibility for compliance and ops teams; agents now handle 20,000+ engagements monthly, Azimo’s customer service NPS rose from negative to +21, and the company achieved a 9.0 Trustpilot rating.

Azimo

Kevin Miodek

Head of Customer Support and Operations