Case Study: SendinBlue achieves scalable, faster support and 89% CSAT with Zendesk

SendinBlue uses Zendesk to provide support in six languages for 50,000+ businesses

SendinBlue is a cloud-based digital marketing platform that helps small businesses run email, SMS, and other campaigns without deep marketing expertise. As the company grew—from a four-person support team to a global team of 62 supporting 50,000+ businesses—it outgrew its home-grown ticketing system, which couldn’t track the customer journey, report key metrics, or scale to meet increasing demand and the need for fast, multi‑language support.

SendinBlue implemented Zendesk Support (plus Guide, Talk, and integrations) in about a month and then added automation, routing, and reporting over the following year. The centralized system improved agent productivity and cross-team visibility, powered a help center with ~150,000 monthly views, enabled seamless phone and JIRA workflows, and helped raise CSAT to 89% (+7%). As a result, SendinBlue tripled its customer base while only doubling the support team.

SendinBlue

Guillaume Rieu

Chief Customer Care Officer