Case Study: JustGiving reduces email volume by 50% and boosts customer satisfaction with Zendesk Support

Supporting the world's largest online fundraising community with Zendesk Support

JustGiving, founded in 2000, is a leading online fundraising platform that has helped 1.4 million fundraisers and 20 million donors raise more than £1 billion for over 13,000 charities. Its 27-person support team handles both B2C and B2B enquiries, but the organisation outgrew its legacy help desk, which lacked intuitive multichannel support, social media integration and mobile-ready self-help—critical as more users fundraise via smartphones and social platforms.

In March 2011 JustGiving implemented and customised Zendesk Support and Guide, adding live chat, Salesforce integration for charity relationships, community forums and a dedicated Twitter help channel. The changes drove faster, more efficient support, a 50% drop in email volume during the London Marathon season, higher customer satisfaction, freed resources for product development, and richer monthly reporting and customer insight that inform business decisions.

JustGiving

Huu Anh Chu

Head of Customer Experience