Case Study: Starling Bank achieves scalable 24/7 omnichannel customer support with Zendesk

Starling Bank chose Zendesk to offer omnichannel support

Starling Bank, the UK’s first mobile-only bank, needed a scalable way to deliver exceptional 24/7 customer service as it grew from a small start-up to a team of 18+ agents handling roughly 500 contacts a day (about 3,200 weekly). The bank required a SaaS solution that could support omnichannel engagement and give clear visibility into customer journeys while adapting quickly to changing volumes and channels.

Starling implemented Zendesk Support, Chat, and Talk, cross-training agents to handle all channels, using ticket linking, custom views and easy routing to other teams. The result is a flexible, scalable 24/7 contact operation with improved visibility into customer interactions, higher customer satisfaction, and actionable data to optimize staffing and channel strategy as the bank expands.

Starling Bank

Patrick Vardhan

Head of Customer Service