Case Study: Zuora achieves 95% customer satisfaction and global multichannel support with Zendesk Support

How Zuora's beating the industry benchmark with their multichannel support

Zuora, a subscription‑management software provider, had outgrown its legacy support platform—the interface, workflows and customization were inadequate and add‑ons were prohibitively expensive. The company needed a flexible, efficient solution to support diverse, localized customer needs across regions and teams.

In under 45 days Zuora migrated to Zendesk Support, rolling out multichannel (email, web, phone, chat, Twitter) and multilingual support with Zendesk Talk (Twilio) and local numbers. The change delivered a scalable workflow across support, CSM, professional services and product teams, achieved 95% CSAT (vs. an 84% benchmark), handled hundreds of monthly inquiries, and helped support rapid, triple‑digit customer growth.

Zuora

Marlene Summers

Director of Global Support