Clients cases – Case Study: BetterBro 
"Zendesk has optimized our help desk operations, automated key processes, and enabled us to deliver fast, efficient customer support. Partnering with Cloudfresh provided us with expert technical assistance and flexible payment options."
BetterBro is a fintech company specializing in payment solutions that enable businesses to complete financial transactions swiftly and securely. Its core mission is to simplify money transfers between businesses and their customers.
With a portfolio of over 25 pre-built payment solutions and custom integrations, BetterBro serves more than 460 clients across diverse industries in Europe, Asia, and Latin America.
BetterBro manages high-volume, multi-channel interactions with customers and partners daily. Before adopting Zendesk, the team encountered several obstacles that hindered efficiency and service quality:
After testing more than 10 customer support platforms—including Zoho Desk and Dao Desk—BetterBro ultimately selected Zendesk for its advanced automation and flexible customization options.
One of the key advantages was the ability to segment customers into B2B and B2C categories, allowing for more efficient request distribution and tailored service processes.
Automation played a crucial role in the decision. With triggers and custom rules, BetterBro significantly reduced the volume of repetitive tasks for support agents. Additionally, Zendesk’s AI integration—though still in the early stages of implementation—offers promising opportunities for even more efficient request handling in the future.
Analytics was another decisive factor. Unlike previous solutions, Zendesk provides in-depth reporting and key performance tracking for the support team. To further enhance functionality, BetterBro developed custom API solutions to integrate Zendesk with Slack, as the standard integration didn’t fully meet their requirements.
With Zendesk and support from Cloudfresh, BetterBro achieved significant improvements in its customer support operations:
✅ 5x Faster Response Times – Waiting times were reduced nearly fivefold, allowing the team to address user requests much more quickly.
✅ Process Automation – Triggers and custom conditions now handle most routine tasks, reducing manual workload.
✅ Measurable KPIs – BetterBro can now track key performance metrics, including the number of resolved requests and average processing time.
✅ Tailored Integration – Zendesk was customized to fit BetterBro’s specific needs, including seamless support for group chats.
As a Premier Zendesk Partner, Cloudfresh provided BetterBro with end-to-end support throughout the implementation process, offering both technical expertise and strategic guidance.
With Cloudfresh’s support, BetterBro not only successfully implemented Zendesk but also customized it to fit its unique business processes—dramatically enhancing both service quality and response speed.
"For now, we have been using Zendesk for a long time and continue improving our customer service to better satisfy our clients' needs. Thanks to Cloudfresh's expertise, help, and support in implementation, we got a complete overview of KPIs from agents to a global corporate view. Innovation is a priority not only for clients but also for employees. And collaborating with Cloudfresh, we continue to innovate with Zendesk daily."
"For us, the experience with Zendesk was new. We learned a lot in a short time. The tools themselves aren't always intuitive, but we've made it with the support of Cloudfresh and many articles in the Zendesk Knowledge Base."
"Zendesk has opened up new opportunities for Rozetka and helped bring the company's ideas to life quickly and with fewer resources. Now the team is using more advanced trending technologies that affect the efficiency of the support department and the whole company."
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