Linkly serves customers faster with more visibility through Zendesk

Linkly’s customer support system lacked visibility, data, and integrations with apps and tools its teams used daily. Linkly switched to Zendesk with SuccessCX’s help, introducing dashboards, automation, and integrating the solution with other tools and apps. With the change, Linkly found the visibility it needed to resolve issues faster and begin a new chapter of support operations assisted by AI.

The pain of doing support blindly

Linkly’s support setup spans seven teams – but it was being held back by a system that just wasn’t built for how they worked. They were using a large SaaS product, but it had been heavily customised for one team and didn’t scale well to others. “It was like trying to fit a square peg into a round hole – it just didn’t work for us,” says White. The custom setup made even basic things – like reporting or tracking first contact resolution – extremely difficult. “We were spending so much time creating reports,” adds White. “The effort it took to get the data we needed took us away from actually improving our service to customers.”

On top of that, Linkly’s phone system lived in a separate tool with no connection to the rest of its support setup. Everything felt disconnected. “We’re ISO 9001 compliant, and our contracts require proper quality checks – but we were spending so much time just trying to pull the data together, that sometimes we couldn’t even get to the actual review,” says White. “We quickly realised that the cost of continuing with the existing support system for what it could do was absolutely ridiculous.”

Searching for an integrated, flexible system

White pushed for a switch to Zendesk and brought in a trusted implementation partner he’d worked with before – SuccessCX. “I’ve used a lot of support tools and Zendesk has always stood out as one of the best,” he says. With help from SuccessCX on setup and training, Linkly moved its entire customer support and internal IT teams into Zendesk in just a few months. Lewis Gyde, account relationship manager from SuccessCX, adds, “We are dedicated to both the stakeholders and the business, which we believe is crucial to creating success in the implementation of new solutions, such as in Linkly’s case.”

Linkly made use of Zendesk to make the lives of the support agents easier. It integrated Zendesk with other solutions like Aircall, SendSafely, Jira, DocuSign, and several Sweethawk apps for support agents to switch between platforms easily. “With the previous system, it would’ve been almost impossible to set up these types of integrations,” shares White.

Linkly also introduced macros – prepared responses or actions – real-time reporting, and executive dashboards, and even an artificial intelligence (AI) assistant to guide agents with every interaction. “With the Copilot AI assistant, Linkly gets the support to produce faster responses and cut resolution times, all by prioritising tickets and using guided next steps. This ultimately leads to more consistent support experiences,” shares Paul Bichsel, founder and chief executive officer of SuccessCX.

Visibility changes the pace of work

With a consolidated system, more insights, and integrated tools, Linkly now manages tickets more effectively. “The visibility we’ve gained with Zendesk has enabled us to keep on top of everything and fly through our backlog of tickets,” shares White. “Even with a lean team, we’re definitely getting through tickets faster than before.”

As a result, Linkly’s overall support performance metrics have improved. White says, “For example, in 83% of cases, we resolve customer issues during their first interaction. To give an idea, 70% is considered good in the industry, while 90% is amazing. So, we’re doing well. Zendesk makes that possible. It’s incredibly easy to use and powerful at the same time.”

Time-saving integrations

Some of the integrations Linkly introduced also saved time by cutting out the need for back-and-forth emails, duplicate data entry, and manual follow-ups. One example is the Jira integration, connecting customer support and development teams. When a technical issue comes in, the support team can create a Jira ticket or link it to an existing one – right from within Zendesk. Once the dev team resolves the issue in Jira, the related Zendesk ticket updates automatically, so support agents can quickly follow up with customers. Before this, the process was messy and easy to break – tasks had to be manually copied over, often ended up in the wrong place, or got lost completely. Now, the connection is smooth and reliable.

Linkly’s implementations team, which handles setup requests from merchants, also gained time savings with the SendSafely integration. When a business wanted to add secure phone payments or needed detailed reporting features, they previously needed to send in request forms by email, and the team would transfer sensitive data using outdated file-sharing systems. It was slow, often confusing, and forms were frequently missing information or sent in the wrong format. With SendSafely, the team now sends a simple link where merchants can upload the right files directly. Everything’s tracked, easy to update, and available in one place – so nothing gets lost. “Now, the file exchange process takes hours instead of weeks,” shares White.

Onboarding customers faster

With EasySign, the company has integrated DocuSign, making document sign-offs faster. During implementations, some forms – like work orders – need to be signed more than once by both the bank and the merchant, and any delay could slow everything down. Before, they used DocuSign separately from Zendesk, which meant setting it up manually, sending links by email, and often running into access issues or security blocks. With EasySign, everything is built right into Zendesk. The team can send the documents directly from a ticket, see who’s signed and when, and follow up instantly if something’s missing. “Signing off documents used to be a nightmare,” adds White. “Now, it’s smooth, fast, and incredibly efficient. What used to take days or even weeks now takes hours. It’s probably where we’ve seen the biggest time savings.”

With the EasySign and SendSafely integrations, customer intake has become much faster and easier – so much so that the team is now considering cutting its standard six-week turnaround down to four.

Zendesk has also brought consistency to handling sensitive data. “Merchants share confidential information, like card details, with us over the phone. Thanks to the integrations and how we’ve set up Zendesk, it’s really simple to redact all that information and keep compliance records to ensure that confidential information is secure, and we have full traceability,” explains White.

Laying the groundwork for scale

With support operations running smoothly, Linkly is now focused on what’s next. For instance, advanced AI Agents will soon guide customers 24/7. “The goal is to handle the easy questions fast, so the team can focus on more complex issues,” says White. Zendesk QA will automatically review and score support tickets for quality, and the Help Center will help guide customers to answers directly through the product widget, ultimately reducing calls to agents.

For White, the value isn’t just in the platform – it’s in the partnership. “Zendesk is just a great product. I probably should be getting royalties for how much I talk about it,” he says. “But SuccessCX is always going above and beyond – guiding, providing ideas. It’s genuinely about helping us get more value from the platform. I wouldn’t have known Zendesk QA was coming if they hadn’t told me. Now I’m first in line to try it.”