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 of routing, macros, integrations, AI agents, and reporting, and that work is industry-specific. We have deep delivery experience in three areas: e-commerce and retail, financial services and fintech, and technology and SaaS.
Zendesk Premier Partner · 12+ years in Zendesk · 150+ implementations · SaaS · Fintech · Retail · Hospitality
Supporting the world’s best support teams.
From next-gen startups to established enterprise.
Three industries we go deep on.
E-commerce & Retail
Order, return, fulfilment, and post-purchase support. Shopify, BigCommerce, Magento integrations. Peak-season scaling. Multi-brand Zendesk instances.
Financial Services
Compliance-first Zendesk for fintechs, neobanks, lenders, and brokers. APRA, GDPR, SOC 2, PII handling, audit trails, and custom roles.
Technology & SaaS
High-velocity technical support. Jira, Slack, GitHub, and product analytics integrations. Tiered support with engineering escalation paths.
Why industry expertise matters 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.
We’ve delivered enough engagements across these three industries to recognise the industry-specific failure modes before you trip over them. Different SLA models. Different integration shapes. Different reporting that actually matters.
Find Zendesk consulting that knows your industry.
We’ve configured Zendesk for e-commerce, fintech, and SaaS teams across Australia. Tell us your industry, and we’ll show you what a properly configured instance looks like for your support model.
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.