Case Study: Play Telecom achieves 50% support workload reduction and faster customer responses with Zendesk

Play Telecom loves Zendesk Support's ease of use

Play Telecom, a Mexico City–based telecommunications provider operating in two countries, centers its business on delivering great customer experiences. Early on the support team relied on email, which led to duplicated work, agents unsure which tickets to handle, and frustrated staff — prompting the operations team to seek a better solution.

Since adopting Zendesk Support in 2015, Play Telecom streamlined its ticketing, shortened interaction times, and freed agents from repetitive tasks, elevating their work to more interesting challenges. The change cut workload by about 50%, improved agent satisfaction, and made customer service faster and more efficient.

Play Telecom

Adrian Aguirre Palme

Founder and CEO