Case Study: SlicePay achieves scalable support to serve 150,000+ customers with Zendesk Support and Guide

Zendesk Support allows SlicePay to easily serve over 150K customers with a team of five

SlicePay is an Indian fintech startup (founded 2015) that gives students credit—up to Rs 60,000—to buy electronics and pay in monthly installments. Rapid growth to more than 150,000 customers and roughly 400 support tickets a day overwhelmed a five-person support team: students preferred instant live chat, but their previous tool, Intercom, didn’t provide the visibility or reporting SlicePay needed to track response times and improve service.

In March 2017 SlicePay migrated to Zendesk Support and Guide, built a help center for self-service, and adopted apps like Round Robin for ticket routing. Zendesk’s analytics gave managers clear insight into first-response and resolution metrics (current averages: 7 hours to first response, 96 hours to resolution), letting the team handle far more queries, plan hires effectively, and noticeably improve customer experience—while preparing to add Zendesk Chat.

SlicePay

Suhas Reddy

Director of Operations