Case Study: Zip achieves scalable, faster omnichannel customer support with Zendesk

Zendesk’s omnichannel solution is deeply integrated with Zip’s systems, allowing agents to instantly recognize its customers

Zip is a fast-growing Australian fintech founded in 2013 that offers products like zipPay and zipMoney. As the company scaled—from 30,000 to 600,000 customers and 20 to 120 employees in 2017—it needed to deliver millennial-focused support across email, phone, SMS and live chat while capturing customer feedback to inform product development and integrating with existing systems.

Zip deployed Zendesk Support, Talk and Chat, integrated with Salesforce, DigitalGenius AI and other tools via the Zendesk API to personalize and speed responses. The omnichannel setup handles about 8,000 tickets per week, achieves an average handling time of 230 seconds, answers 50% of emails within 15 minutes and 65% of calls within 50 seconds, and maintains an 80% satisfaction rating—while enabling faster agent onboarding and richer reporting to drive product improvements.

Zip

Johann Loibl

Head of Customer Support