Case Study: mySugr achieves 10% ticket reduction and 90% CSAT delivering personalized diabetes support with Zendesk

mySugr delivers personalized diabetes expertise with Zendesk

mySugr, a Vienna‑founded diabetes management company (part of Roche since 2017) best known for its mySugr app, automated supply delivery and personalized coaching, serves 1.6 million users across 65 countries in 14 languages. With an eight‑person support team handling about 32,000 tickets a year, the company needed to deliver highly personalized, secure support for a medical‑device audience, troubleshoot a wide range of devices and smartphones, and document everything for regulatory and product‑quality purposes.

mySugr centralized support with Zendesk Support, Talk, Guide and Chat plus Marketplace integrations and custom API apps to provide multilingual self‑service, live chat for conversions, a unified customer view, and cross‑team visibility for QA and engineering. The result: a 10% drop in tickets from self‑service, 60% of issues resolved in a single touch, an average 90% CSAT, faster troubleshooting and smoother scaling of support operations.

mySugr

Anne Kainz

Customer Support Lead-Global