Case Study: GoFundMe achieves lightning-fast first response times with Zendesk

GoFundMe strives for uber-fast first response times

GoFundMe, the global crowdfunding platform used by millions in 19 countries, needed to deliver lightning-fast first responses to people often contacting the site during crises. Early support workflows using Gmail and UserVoice didn’t provide the scale, granularity, or reliability required to meet a public promise of rapid, human responses, so the Customer Happiness team sought a more robust solution.

GoFundMe implemented Zendesk Support, Guide and Talk, integrated Solvvy for self-service triage, and added automation (about 800 macros), Messenger integration and 24/7 teams in San Diego and Dublin. The result: a streamlined workflow that handles up to ~50,000 tickets a month, consistently above 90% CSAT, faster response times, clearer SLAs during spikes, and closer product–support collaboration to prevent and resolve issues.

GoFundMe

Morgan Wood

Head of Customer Happiness