Industries
Summarise with AI
Zendesk consulting for the industries we know best.
Zendesk works the same out of the box for everyone. The work that matters is what gets configured on top: routing, macros, integrations, AI agents and reporting. That work is industry-specific, and we go deep in three.
- Retail: online and in store
- Financial services: audit-ready
- SaaS: tiered, synced with Jira
- AI set up for each industry
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
Results across industries
From our customer stories
- ↓ 79%EU first replyEMU · Retail
- 99%+Resolution within SLAEzypay · Fintech
- ~2,000AI conversations a monthThe Bart Group · Retail
- 2 weeksFrom kickoff to liveNGS · Professional services
Our customers
Trusted by 150+ support teams across these industries
From retailers and fintechs to software companies, here is what teams say about working with us.
“We knew something was not right with our setup but could not pinpoint where. Gravity CX diagnosed and fixed everything quickly, including problems we did not know about. The monitoring view they set up means we will catch anything like this much earlier next time.”
Alex StepinsCustomer Experience · EMU Australia“The AI agent did not just take tickets off our plate, it gave our people a new career path. Three of our support team moved into sales because the AI was handling the volume, and our customers get answers the moment they ask.”
Jamie HoweHead of Customer Operations · The Bart Group“Gravity CX made our migration and setup seamless. Their team was professional, knowledgeable, and went above and beyond to ensure everything was perfectly tailored to our needs.”
Caroline LeeAdministration Officer · Australian Learning Group“Before Gravity CX we were largely going through the motions. We have since rebuilt our foundations and significantly improved our Zendesk platform. Our workflows are structured and efficient, and we have a clear roadmap for what to tackle next.”
Chris JamesHead of Customer Operations · Ezypay“In just two weeks they had us fully operational. Despite our unusual use of Zendesk they adapted seamlessly and helped us develop solutions that worked, delivering outstanding value in a short period.”
Stacey YoungOperations Manager · NGS Structural Engineering“Outstanding support setting up our Zendesk reporting, delivering a solution that exceeded our expectations. Chad went above and beyond to tailor the structure to our needs, with clear communication at every stage.”
Dorota BacalSustainability & Innovation Lead ANZ · Arkance“Gravity CX was instrumental in our transition to Zendesk, implementing across multiple departments. We have streamlined our operations and improved our customer experience.”
Sophie CarpenterHead of Customer Care · Mycar“Their expertise and hands-on approach ensured a smooth onboarding for our team. The support and training were outstanding, and they were always responsive and professional.”
Sean EdwardsMember Service Manager · My Weight Loss Clinic“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”
Kat BeavonCOO · REIQThree industries we go deep on
Same Zendesk. Three very different jobs.
E-commerce & Retail
One customer, online and in store
- Orders, returns and refunds answered automatically.
- Online and in-store history in one view.
- A peak playbook, run every year.
↓ 79%EU first replyEMU Australia
Financial Services
Audit-ready, without slowing your team
- Roles mapped to your risk matrix.
- PII detected and redacted.
- Complaints tracked to ASIC timeframes.
APRA CPS 234ASIC RG 271AFCAGDPR99%+Customer resolution within SLAEzypay
Technology & SaaS
Tiered, and engineering only sees real bugs
- Tier 1 deflects, Tier 2 owns the hard cases.
- Jira and Linear synced both ways.
- Customer success and support in one view.
MYOBGrammarly, Jayride and moreSoftware teams on Zendesk with us
What “industry-specific” means
The same four questions, three different answers.
Different SLA models, integration shapes, reporting and obligations. The setup that works for a retailer would expose a fintech to audit risk.
| E-commerce & Retail | Financial Services | Technology & SaaS | |
|---|---|---|---|
| What’s urgent | Where is my order, at peak volume. | A complaint, on the RG 271 clock. | A bug blocking an enterprise account. |
| What it connects to | Shopify, your POS, returns and carriers. | Your core systems, SSO and your risk pack. | Jira, Linear, Slack and your CRM. |
| What gets reported | Deflection, peak response times, CSAT. | Complaints aged, escalations, breaches. | Escalations to engineering, bugs by revenue. |
| What can go wrong | A slow November. | An audit finding. | Engineering becomes the helpdesk. |
Why industry expertise matters
The instance will work. Will it hold up?
A generalist setup
Works on day one
- Misses what your compliance team needs to see.
- Guesses the roles, the SLAs and the reports.
- Learns your industry’s failure modes on your budget.
- Works, but isn’t defensible.
Industry depth
Holds up in year three
- The failure modes recognised before you trip on them.
- SLA models and integrations that fit how you trade.
- Reporting that answers the questions your board asks.
- Built on engagements we’ve already delivered.
Our customers, by industry
Where we go deep, and who we do it for.
Our three core industries, each with some of the customers behind them.
E-commerce & Retail
Technology & SaaS
Financial Services
Industries we’re actively learning in
We only call an industry core once we can back it with real reference customers. These are on their way, and we’ll be honest about what we know.
Healthcare
Sport and venues
Hospitality
Professional services
Education
Logistics and travel
Questions we get on the call
Before you book
- Why does industry expertise matter in Zendesk consulting?
A Zendesk consultant who has only delivered e-commerce can install Zendesk for a fintech, but they’ll miss what the compliance team needs to see, what custom roles are required, and what the regulator expects to find in an audit. The instance will work, but it won’t be defensible. Industry expertise means recognising the failure modes before you trip over them.
- What three industries does Gravity CX go deep on?
E-commerce & Retail: order lifecycle workflows, returns, peak-season scaling, multi-brand.
Financial Services & Fintech: compliance-first configuration, APRA, ASIC, FCA, GDPR, SOC 2, audit trails, PII handling, risk reporting.
Technology & SaaS: tiered support, engineering escalation paths, Jira/Linear/GitHub integrations, product-led support.- What if my industry isn’t listed?
We’ve done work in healthcare, hospitality, education, and government, and we’ll happily talk to teams in those industries. But we only market industry-specific expertise that we can back with at least three reference accounts. Book a consultation, and we’ll be honest about what we know and what we don’t.
- What does “industry-specific” mean in practice?
Different SLA models, integration shapes, reporting requirements, and compliance obligations. The Zendesk configuration that works for an e-commerce brand would expose a fintech to audit risk. Industry-specific means we’ve seen the failure modes before, and we don’t charge you to learn them.
Book a call
Find Zendesk consulting that knows your industry.
Tell us your industry, and we’ll show you what a properly configured Zendesk looks like for your support model.
You will get a calendar invite with a video link straight away.
- A call about your industry, your team and your queue.
- What a well-configured Zendesk looks like for you.
- The right engagement, and a written plan.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
