Case Study: Weatherford International achieves near‑perfect 97% CSAT and 60‑second priority responses with Zendesk

No time for downtime—Weatherford uses Zendesk to keep oilfield operations running

Weatherford International, a global oilfield services company operating in more than 90 countries, needed a fast, consistent support experience for customers and engineers using complex real-time production optimization software. With operations that can’t tolerate downtime, the company had to consolidate disparate support tools acquired over time into a single, easy-to-use portal that offered self-service, global coverage, and rapid expert responses.

Weatherford implemented Zendesk Support and Guide (with Knowledge Capture, Professional Services, and a JIRA integration) in under three months to create a unified support portal, streamline workflows, and publish help content directly from tickets. The change required minimal training and enabled light-agent collaboration across teams; results include a 97% CSAT score, 60-second first responses for highest-priority tickets, and ~90% first-touch resolution.

Weatherford International

Sam Govindaswamy

Global Director for Services for Production Software