The Umo Mobility Help Center demonstrates how a well-designed Zendesk Help Center can improve customer self-service, reduce support volume, and help customers find answers more quickly. This case study highlights measurable business results achieved through task-based content, multilingual support, and effective Help Center design.
In This Article
About Umo Mobility
Umo Mobility is a mobile ticketing and fare-payment platform used by transit agencies across North America. Riders use Umo to purchase fares, manage accounts, plan trips
The Challenge
Transit riders often need immediate answers about fares, passes, payments, accounts, stored value, trip planning, and mobile ticketing. Without an effective Help Center, many of these routine questions become support calls or tickets.
The Solution
The Umo Mobility Help Center was built in Zendesk Guide and organized around common rider tasks and customer questions. Task-based articles, clear navigation, and strong search capabilities helped riders quickly find answers without contacting customer support.
Help Center features
- Customer self-service
- Task-based content
- Searchable knowledge base
- Mobile-friendly design
- Multilingual support
- Ongoing content maintenance
Results
The Umo Mobility Help Center supported riders across 30 transit agencies in the United States and Canada. During implementation, agencies reported a 34% reduction in call volume and a 24% reduction in support tickets, demonstrating how effective customer self-service can reduce support demand.
Multilingual Support
The Help Center included English, Spanish, and French content structures to support diverse rider populations. Multilingual support helped improve access to information while maintaining consistent customer experiences across agencies.
Audiences Served
The Umo Help Center supported riders, transit agencies, merchants, developers, and other stakeholders. Content included customer-facing support articles, onboarding information, troubleshooting resources, and product-related guidance.