Case Study: Viaplay achieves 91% customer satisfaction with Zendesk omnichannel support

Viaplay - Customer Case Study

Viaplay is a Nordic streaming service offering subscriptions, rentals and original content across Sweden, Norway, Denmark and Finland. As it rapidly grew, the company needed to manage a complex, multilingual support footprint across 12 channels while keeping customers happy and agents motivated — handling some 40,000 contacts a month without sacrificing service quality.

Viaplay implemented an omnichannel stack (Zendesk Support, Chat and Talk plus Conversocial), customized the chat experience via API, and invested in rigorous agent onboarding and native-language hiring with a clear “make the customer happy” strategy. The shift toward digital channels and self‑service reduced ticket pressure despite growth, drove social contacts to about half of volume, and helped achieve an average CSAT of 91% while customers self‑solve an estimated majority of issues.

Viaplay

Tomas Yangbyn

Head of Customer Service and Digital Development