Case Study: charity: water achieves a better supporter experience with Zendesk

charity water Using Zendesk Guide to redefine the user experience

Charity: Water, a non-profit focused on bringing clean and safe drinking water to people around the world, needed to deliver a consistent, high-quality supporter experience across every interaction. With support from Zendesk Support and Zendesk Guide, the team wanted an easy way for supporters to find information on their own while still providing fast, personal responses when direct help was needed.

Zendesk helped Charity: Water build a simple, beautiful help center and manage 1:1 support with tools like macros and user tags. The result was a more effective support operation serving 50,000 customers with a 5-agent team, and the organization achieved 97% customer satisfaction.

Charity: Water

Kaitlyn Jankowski

Supporter Experience Manager