Case Study: Circles.Life achieves digital-first omnichannel customer support and cost savings with Zendesk

Circles.Life gives telco power back to the people through omnichannel customer support

Circles.Life is a Singapore-born, fully digital telco built to give customers control with no-contract mobile plans and a cloud-first platform. Facing common telecom pain points — limited data, rigid contracts, and poor service — the company needed to deliver high-quality, omnichannel support at scale during rapid growth (30,000 tickets/month and ~20% monthly customer growth) and as it expanded regionally.

Circles.Life implemented Zendesk’s omnichannel suite (Support, Guide, Chat, Message, Talk, Answer Bot), cross-training agents and onboarding in two weeks to consolidate customer data and streamline workflows. Chat handles 65% of volume, Answer Bot resolves about 10% of email queries and cuts cost-per-question by ~50%, while SLAs (email 3 hrs, chat 60 sec, social 22 min) and targets (90% CSAT, NPS 54) help maintain service quality. The result: faster market launches, cost savings through ticket deflection, and a more consistent, customer‑centric experience.

Circles.Life

Tinesh Raj

Customer Service Operations Manager