Case Study: Monese achieves a 59% reduction in first response time and a 10-point CSAT boost with Zendesk

Monese improved its FRT by 59% with a Zendesk solution

Monese is a digital-first fintech that provides bank accounts and debit cards to immigrants and expats across the UK and mainland Europe. As the company scaled, it needed to centralize support channels and improve unreliable voice and chat handling from its previous tools (Freshdesk and Intercom), while meeting multilingual and regulatory requirements for a growing European user base.

Monese implemented Zendesk Support, Guide, Talk and Chat to unify contacts, deploy translated self-service articles, enable Talk’s automatic callbacks, and integrate ticketing with its backend and third-party apps. The omnichannel setup and stronger analytics let a 25-agent core team handle 25,500 monthly contacts more efficiently—reducing first-response time by 59% and lifting customer satisfaction by 10 percentage points.

Monese

Lauri Haav

Head of Customer Loyalty