Case Study: JustCo achieves scalable member support and improved satisfaction with Zendesk Support

How JustCo provides full service support for its co-working community

JustCo, Singapore’s largest co‑working community, provides flexible workspaces and business services for freelancers, startups and multinational teams. Rapid membership growth and new locations exposed limits in its internally built support tool—requests couldn’t be reassigned or tracked, there was no visibility into resolution times or customer satisfaction, and the team needed a scalable way for members to contact support directly.

JustCo implemented Zendesk Support, replacing calls and emails with a member-facing web form, customizing workflows, and using advanced reporting to track tickets, CSAT by location and agent, and set performance targets. The platform improved visibility into member relationships and service trends, helped the team reach about 90% of its performance standards, and is being considered for broader internal use and as a tool members can adopt for their own customer support.

JustCo

Wan Sing Kong

Founder and CEO