Case Study: Connective achieves 99% CSAT and replaces phone support with Zendesk Live Chat

The support team at Connective achieves a 99% CSAT rating and has seen live chat become their most popular channel

Connective is an Australian cloud‑based mortgage aggregator that supports more than 2,700 brokers nationwide. As the business grew, its customer support—central to its differentiation—faced rising demand and slow email/phone responses; the team was initially resistant to live chat but needed faster, scalable ways to serve brokers and maintain high service standards.

Connective implemented Zendesk Support, built a Help Centre and rolled out Zendesk Chat, enabling agents to handle multiple live conversations and dramatically speed up response times. The shift replaced voice support, avoided hiring extra staff, now handles up to 50% of volume via chat, and helped the team achieve a 99% CSAT while planning to expand chat into commissions, marketing, and compliance.

Connective

Tim McMinn

Training and Support Manager