Case Study: PayJoy achieves faster, scalable customer support and 92% CSAT with Zendesk

PayJoy unlocks access to finance for the world’s underbanked one smartphone at a time

PayJoy is a fintech startup that unlocks access to finance for the underbanked by offering pay-as-you-go smartphone purchases and small loans across more than 10 countries. Rapid growth and a mix of home‑grown and third‑party tools left customer support fragmented across VoIP, chat, email, Facebook and a single WhatsApp phone, creating information gaps, slow response times and scaling bottlenecks—especially when mass outreach generated hundreds of WhatsApp replies that overwhelmed a tiny support team.

PayJoy joined the Zendesk Startups program and implemented Support, Talk, Chat, Guide, Explore and the WhatsApp integration to unify channels and knowledge in one platform. The change cut WhatsApp SLA from about 24 hours to 45 minutes, let agents quadruple their sales‑support capacity, reduced inbound calls by roughly 55–60%, increased chat sessions ~10% month‑over‑month, and maintained a 92% CSAT—giving the company a scalable support foundation as it expands globally.

PayJoy

Mark Heynen

Chief Business Officer