Case Study: Personify Health achieves 93% CSAT and unified omnichannel support with Zendesk

Virgin Pulse self-service + good employee experience supports growth

Virgin Pulse is a global employee-wellness platform that helps organizations drive healthier behavior through web and mobile apps integrated with devices like Fitbit and Garmin. As the company grew—adding enterprise customers, acquisitions and multiple brands—its homegrown CRM and outsourced support left teams with siloed tickets, poor follow-up, no visibility into open cases or trends, and an urgent need for a unified, enterprise-grade service solution.

Virgin Pulse implemented Zendesk Support, Chat and Guide (using Multibrand) and integrated them with Salesforce and its phone provider, consolidating workflows for ~50 agents. The unified system delivered centralized reporting and SLA management, boosted CSAT from 85% to 93%, achieved 99% SLA adherence, and cut email volume from 34% to 20% by shifting contacts to live chat and self-service while enabling ongoing improvements like multilingual help content.

Personify Health

Mike Clericuzio

Director of Service Support