Case Study: Unleashed achieves omnichannel, multi-brand support and higher self-service with Zendesk

Unleashed expands omnichannel support, brand by brand

Unleashed — the customer-care organization for brands including Mobile Vikings, JIM Mobile and Stievie — faced fast growth and fragmented support tools (Gmail and separate social media systems) as membership climbed to 285,000. The team needed a user-friendly, omnichannel platform to trace interactions, scale across multiple brands and languages, and give customers quick access to agents or self-service resources.

They implemented the Zendesk suite (Support, Guide, Chat, Answer Bot, Explore and Connect) to centralize tickets, migrate the knowledge base, add a web widget and chat, and train internal and outsourced agents. The result: a self-service ratio of 8:1, Answer Bot resolving over 9% of requests, ~170,000 tickets/year handled, average agent connection time of 6 seconds and ~92% customer satisfaction—plus unified multi‑brand workflows and Explore dashboards to optimize staffing and performance.

Unleashed

Jonas Grooten

Customer Care Lead