Case Study: LINE MOBILE achieves digital-first, 24/7 fast support and 95%+ customer satisfaction with Zendesk

LINE MOBILE’s digital-first support passes savings on to customers

LINE MOBILE is a digital-first mobile operator in Thailand that launched in September 2017 and grew to 1 million users in eight months. To deliver a hassle-free experience and become the most-loved brand, the company needed to scale customer support quickly and affordably without relying on traditional, expensive call centers.

LINE MOBILE implemented Zendesk Support, Chat, Guide, Mobile SDK and Zendesk Talk Partner Edition (integrated with Aspect and internal tools) to prioritize 24/7 live chat and self-service. Agents respond in under a minute, handle multiple customers simultaneously, and train in a half-day; omnichannel reporting lets managers track performance in near real time. The result: streamlined operations, phone wait times kept under three minutes, and live-chat customer satisfaction consistently above 95%.

LINE MOBILE

Anuchit Khamnoi

Head of Customer Service