Case Study: Mortgage Coach achieves fast, scalable support and 97% customer satisfaction with Zendesk

Mortgage Coach’s fast, easy support with Zendesk Chat

Mortgage Coach, an Irvine-based provider of mobile-friendly presentation tools for mortgage loan originators (including My Nest, Rate Watch, and Mortgage Coach), wanted to make the mortgage process more human and accessible—but its legacy email-to-case setup was hard to search, offered no team visibility, and couldn’t scale for growing customer needs. The challenge was to deliver fast, omnichannel support that felt like customer advocacy while handling high volumes and serving busy real-estate professionals on the go.

Mortgage Coach implemented Zendesk Support, Chat, and Guide and integrated with Base CRM to unite sales and service data. The move improved internal visibility and productivity, enabled two reps to support far larger customer loads, and reduced first-response times from 15 minutes to under 8. Results include a 97% customer satisfaction rating, an 11% NPS lift in two years, steady ticket-deflection through self-service, and rapid adoption of live chat as they scale support further.

Mortgage Coach

Jacob Gibbs

Director of IT/QA Support Services