Case Study: LendingClub achieves streamlined borrower support and major efficiency gains with Zendesk

LendingClub credits Zendesk with providing a better experience for its customers

LendingClub is an online marketplace that connects U.S. borrowers and investors with a mission of financial empowerment. Before 2015 the company’s support systems forced agents to create new records for repeat calls, involved excessive clicking, and offered poor visibility into work-in-progress and agent performance. Faced with strict cost, configurability, security and legal requirements, LendingClub sought a more efficient, compliant support platform.

The company implemented Zendesk (Support, Guide and Answer Bot) in nine days, integrated it with their Cisco phone system, and used triggers, automations and custom reports to streamline workflows and reduce ticket handoffs. Results included a jump in email productivity (from about 80 to 220 emails per agent per day), handling 50,000+ emails per month, a self-service score of 11:1, and a 12% resolution rate via Answer Bot—while analytics, light-agent roles and security apps helped control costs and improve compliance.

LendingClub

Alina Doyle

Specialist