Case Study: Infinity (Italian streaming platform) achieves faster support and higher CSAT with Zendesk

Cinema first and foremost Infinity pampers film aficionados with Zendesk

Infinity is an Italian video‑on‑demand pioneer that launched in 2013 and positioned itself around a rich film catalog with the tagline “Cinema first and foremost.” Facing fierce competition from global entrants like Netflix, Infinity needed a frictionless, device‑wide user experience and fast, reliable customer support to build trust and retain subscribers as the market matured.

Infinity implemented the Zendesk Suite (Guide, Chat, Support, Talk) to deliver omnichannel, customizable support across web, email, chat, SMS and social, plus self‑service. The result: 3 million registered users, 135K help‑center visits per month (help‑center traffic up 60%), a 40% survey response rate and strong CSAT scores (Chat 89%, Email 76–80%, Text 90%). Personalized routing and automation cut SLAs well below industry norms (chat responses in 6 seconds, email ~9 hours vs. 24 industry standard, texts ~12 minutes), and support data now drives product improvements and partnership decisions.

Infinity

Valentina Consalvo

CRM and Customer Care Manager