Case Study: Nubank achieves WoW customer experience and 85+ NPS with Zendesk

Nubank empowers the customer experience team to create “WoW” service

Nubank, founded in 2013, is a Brazilian mobile-first fintech that simplified banking with fee-free products, transparent terms, and a focus on human-centric “WoW” customer experiences. Rapid expansion—from a few million to over ten million customers—created the challenge of scaling support (more than half of its 1,700 employees are agents) while handling roughly 400,000 support tickets a month and preserving high customer-experience metrics.

To meet that challenge Nubank implemented Zendesk Support in 2014 and uses Zendesk APIs to integrate email, social, in-house chat, third‑party phone, and a support knowledge base into a custom agent interface. The integrated system empowered Xpeers to deliver thousands of WoW moments (more than 6,000 over five years), enabled 80%+ self-service in the app, and helped Nubank maintain Net Promoter Scores above 85 through rapid growth and international expansion.

Nubank

Dennis Wang

Vice President of Operations