Case Study: Linkyly
How Linkly Cut Merchant Onboarding from Weeks to Hours with Zendesk + SuccessCX
- Location: Australia
- Industry: Information Technology / Payments
- Employees: 100+
- Type: B2B
Key stats and metrics to highlight
Introduction
With over 200,000 payment terminals and 750+ POS integrations across Australia and New Zealand, Linkly needed a support system that could keep up with its scale.
But siloed tools, slow processes, and limited visibility made it hard to meet expectations.
Working with SuccessCX, Linkly moved to Zendesk and integrated everything—from voice and development collaboration to document signing and secure file transfers.
In just a few months, the company unlocked massive time savings, improved resolution rates, and created a more efficient experience for both customers and agents.
Client Background
Linkly processes over 2 billion transactions annually. But its legacy support setup was holding it back.
Seven separate teams were trying to work within a system that wasn’t built for collaboration, scalability, or integration.
Reporting was time-consuming, quality checks were delayed, and phone support was disconnected from everything else. “The effort it took to get the data we needed took us away from actually improving our service,” said Stuart White.
Realising the cost of maintaining the old system was no longer justifiable, Linkly made the switch to Zendesk—with SuccessCX guiding the transition.
Bringing Visibility and Speed to Support
Linkly’s previous platform had limited visibility and didn’t scale beyond a single team.
Zendesk changed that. With real-time dashboards, integrated voice and ticketing, and automation layered into every step, the team gained a clear view of performance across seven departments.
They also introduced AI-guided support and macros to cut down on response times. The result: 83% of customer issues are now resolved during the first interaction—well above industry standards.
Shaving Days Off Merchant Requests
Before Zendesk, Linkly’s merchant implementation team managed files manually through email and legacy systems. Requests could take weeks to process. Now, with secure SendSafely links embedded in Zendesk, files are uploaded directly and tracked in one place—cutting intake times from weeks to seconds.
Accelerating Document Sign-Offs
Document handling used to be another bottleneck. Using DocuSign outside of Zendesk created delays and security issues. With EasySign, all document workflows now happen inside Zendesk. The team can send, track, and follow up on documents in real time—reducing weeks of back-and-forth to just hours.
Creating One Platform for Everyone
SuccessCX helped Linkly consolidate seven teams onto Zendesk. That included customer support, IT, and implementation—each with unique workflows. With integrations to tools like Jira, Aircall, and Sweethawk apps, agents now work faster and smarter without switching tabs.
The Jira connection alone helped bridge the gap between support and development. Tickets update automatically between systems, eliminating the need for manual duplication.
Building for What’s Next
With the basics streamlined, Linkly is already looking ahead. Plans include launching AI agents for 24/7 support and rolling out Zendesk QA to automate quality checks. Help Center widgets will guide users to answers without opening a ticket.
For Stuart White, the partnership with SuccessCX made it all possible. “They don’t just set it up and walk away—they keep showing us what’s coming next. That’s the real value.”
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