Case Study: Linkly

How Linkly cut merchant onboarding from weeks to seconds with Zendesk + SuccessCX

Key results

83%

average First Contact Resolution

98%

faster merchant intake process

90%

faster document sign-off process

support and IT teams unified on one platform

“Zendesk is a great tool and SuccessCX was a great support team. Once we worked out what we wanted, SuccessCX made our move really simple, straightforward, and easy.”

Stuart White, Senior Manager for Customer Experience, Linkly

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.

Siloed tools, slow processes and limited visibility made that hard.

Working with SuccessCX, Linkly moved to Zendesk and brought everything into it: voice, development collaboration, document signing and secure file transfers.

Within a few months the company had cut hours out of its core processes, lifted resolution rates, and made the day easier for customers and agents alike.

Client background

Linkly processes over 2 billion transactions annually. Its legacy support setup was holding it back.

Seven separate teams were working in a system that was never built for collaboration, scale or integration.

Reporting took time the team did not have, quality checks ran late, and phone support sat apart from everything else. “The effort it took to get the data we needed took us away from actually improving our service,” said Stuart White.

Once maintaining the old system cost more than it was worth, Linkly switched to Zendesk with SuccessCX guiding the move.

“Zendesk brought simplicity to our support operations. The increased efficiency, visibility, and the ease of getting things done positively impacted how quickly we got back to our customers.”

Stuart White, Senior Manager for Customer Experience, Linkly

Bringing visibility and speed to support

Linkly’s previous platform showed the team very little and did not scale past a single team.

Zendesk changed that. Real-time dashboards, integrated voice and ticketing, and automation at each step gave the team a clear view of performance across seven departments.

They also added AI-guided support and macros to bring response times down. 83% of customer issues are now resolved on first contact, well above industry standards.

Shaving days off merchant requests

Before Zendesk, Linkly’s merchant implementation team handled files by hand through email and legacy systems, and a request could take weeks. Now secure SendSafely links sit inside Zendesk, files upload directly, and everything is tracked in one place. Intake went from weeks to seconds.

Accelerating document sign-offs

Document handling was the other bottleneck. Running DocuSign outside Zendesk meant delays and security gaps. With EasySign, document workflows happen inside Zendesk. The team sends, tracks and follows up in real time, and weeks of back-and-forth became hours.

Creating one platform for everyone

SuccessCX consolidated seven teams onto Zendesk: customer support, IT and implementation, each with workflows of its own. With Jira, Aircall and Sweethawk apps connected, agents work faster without switching tabs.

The Jira connection closed the gap between support and development on its own. Tickets update automatically between the two systems, so nobody duplicates anything by hand.

Building for what’s next

With the basics running, Linkly is already looking ahead. AI agents for 24/7 support and Zendesk QA for automated quality checks are both planned. Help Center widgets will point users to answers before they open a ticket.

For Stuart White, working with SuccessCX is what made it possible. “They don’t just set it up and walk away. They keep showing us what’s coming next. That’s the real value.”