Zendesk Sunshine: Product updates, Customer stories, and Insights | 2026 Cuspera

Zendesk QA helped Geckoboard improve customer support with peer reviews. The team wanted to share more information and give more proactive advice. They used Zendesk QA to review support conversations... and set up a peer review system. Each agent now does two reviews a day. This led to ten times more proactive help between agents. Geckoboard kept high CSAT scores and fast response times while boosting internal knowledge sharing.
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Zendesk helped Banc Sabadell launch a chat channel during the COVID-19 pandemic. The bank used Zendesk to let customers get answers through FAQs and chat with agents. They set up the system in just s...ix months. The chat channel handled 145,000 contacts monthly with 116 agents. Integration with an AI virtual assistant improved self-service and reduced pressure on phone support.
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Zendesk professional services helped Vimeo rebuild its customer experience platform. Vimeo needed a new solution because their old system was too complex and hard to maintain. Zendesk worked with Vim...eo to create a new, streamlined Zendesk instance. The new setup lets agents find data faster and work better. Vimeo now has a median first reply time of 5.3 hours, handles 54,000 tickets a month, and saw a 5-6% increase in average CSAT. The project made support easier and improved customer satisfaction.
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Four Seasons Hotels and Resorts uses Zendesk's conversational messaging to enhance guest experiences. The company, known for its high standards and innovation, has integrated Zendesk to provide seaml...ess interactions. This approach helps in delivering personalized and genuine care to guests, aligning with their commitment to excellence.
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Zendesk helped Thrasio, a global consumer goods company, transform its customer experience. Thrasio relaunched Zendesk with new integrations and agent training. This led to a 99% decrease in full res...olution time and a 97% decrease in average first reply time. Thrasio also reduced its tech stack by 85%. The team now uses Zendesk data to find new sales opportunities and improve customer service.
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Zendesk AI helped Superbet, a leading sports betting operator in Romania, speed up customer support. Superbet needed an AI solution that could handle the Romanian language. Zendesk AI agents enabled ...Superbet to automate over 35% of requests and provide 24/7 support. First response times dropped by 74%. Resolutions are now 63% faster when both AI and human agents are involved. Superbet now delivers fast, multilingual customer service as it grows internationally.
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