Case Study: iCard achieves 3x faster responses and scalable multilingual 24/7 support with Zendesk

How Zendesk helps iCard grow its customer base

iCard is a Bulgaria-based digital payments company (255,000 retail and 55,000 business customers across the EU) that offers multiple payment products under 10 brands and serves customers in 10 languages. Rapid growth and a complex, multi-brand product set made consistent, multilingual customer support a major challenge as the company scaled.

By adopting Zendesk Support, Chat and multibrand features — plus triggers, language-specific macros, the Mobile SDK/web widget and JIRA integration — iCard centralized channels and automated routing to the right agents. The result: 24/7 multilingual support, three times faster ticket responses, agents resolving 35,000 monthly tickets at twice the prior rate, reduced call volume via chat, clearer reporting that drove product and self-service improvements, and smoother cross-team collaboration.

iCard

Maria Angelova

Customer Service Manager