Case Study: Adslot achieves 95% customer satisfaction with Zendesk Talk

Zendesk Talk helps Adslot maintain 95% customer satisfaction

Adslot, a Melbourne-based media-trading platform that connects a global community of media buyers and sellers, needed a scalable, 24/7 support model to serve clients across APAC, Europe and the U.S. With Vanessa Holden leading a distributed client services team, the company struggled with a shared inbox and an inadequate phone system that provided no visibility into customer interactions or call context.

Adslot implemented Zendesk Support and Zendesk Talk—tools that integrated with their developers’ JIRA workflow, turned calls into tickets, and delivered actionable analytics and agent activity reports. Combined with NPS surveys, the new system brought transparency across the business, informed product decisions, and helped Adslot achieve a 95% customer satisfaction rate while giving management confidence to scale.

Adslot

Vanessa Holden

‎Head of Client Services