Case Study: WePay achieves 98% first-touch resolution and 90% CSAT with Zendesk Support

How built-in CSAT ratings with Zendesk's customer service software show WePay where they stand

WePay, an online payments platform that began serving college students and has since expanded to businesses and larger organizations, faced the challenge of scaling customer support for a growing and more diverse user base while rapidly onboarding new team members. The company needed business applications that would let it quickly understand customers’ needs and manage increasing volumes of support inquiries.

WePay implemented Zendesk Support to provide multichannel service (email, web, phone, chat, Facebook, Twitter), use macros and an Olark integration for live chat and ticket management, and pull custom analytics for insights and faster agent training. As a result, WePay now resolves 98% of tickets at first touch, averages a 41‑minute first response time and a 3‑hour full resolution time, and maintains a 90% customer satisfaction rating.

WePay

Sophie Monroe

Director of Customer Operations