Case Study: Singapore Life achieves 96% customer satisfaction and scalable omnichannel support with Zendesk

Singapore Life disrupts the life insurance market with Zendesk’s omnichannel solution

Singapore Life is a digital‑only life insurer that set out to simplify the traditionally paper‑heavy process of buying life insurance. To win and keep customers it needed an exceptional, scalable omnichannel support operation that could handle complex policy changes, regulatory audit trails, high contact volumes (including spikes from acquisitions), and 24/7 coverage with minimal wait times.

Singapore Life implemented Zendesk Support (expanded to chat, talk, Slack integration and internal use across teams) to centralize tickets, automate workflows, capture interactions for compliance, and power self‑service content. The result: seconds‑long average wait times, a 96% customer satisfaction rating, rapid scaling during acquisition surges, tighter internal efficiency, and a consistent, auditable customer experience.

Singapore Life

James Shanahan

Chief Operating Officer