Bilt powers operational visibility with Zendesk and Qvasa

Launched in 2021 to make rent rewarding, fintech company Bilt lets renters earn points on monthly housing payments while unlocking rewards at neighborhood businesses.

The loyalty program allows its more than 5 million members to earn points on rent and other expenses using any linked payment method, which can be redeemed for travel, down payments, and more. The program partners with property owners and managers, and neighborhood merchants to create a comprehensive rewards network focused on making housing payments financially rewarding.

High growth presents major CX challenges

As membership soared in a single year, Bilt’s CX team was faced with serving diverse segments across every U.S. time zone and across multiple channels.

Manual queue monitoring and static reports weren’t as intuitive as needed. Agents juggled hundreds of macros and partner workflows, yet managers needed a more robust, real‑time “air‑traffic‑control” view of queues, spikes, and staffing needs.

“We operate across time zones, teams, and skill sets, but had no live pulse on how operations were functioning or how agents were performing,” recalls Thatcher Foster, VP of Client Solutions at Bilt.

Moving to Zendesk’s omnichannel CX

To better serve the growing base of customers, Bilt migrated to Zendesk Suite Enterprise to provide omnichannel customer experiences.

With omnichannel CX, conversation history and context travels with the customer from channel to channel–allowing agents to provide more personalized support.

“Our move to Zendesk was really just about finding a better tool to manage our growth with all the different user types we serve,” explains Foster. “With the dramatic growth in our user base, it was critical for us to have a platform that could deliver omnichannel capabilities and scale to meet our needs.”

Additionally, the team built different agent teams to serve the varied segments of user types, communicating across various channels including email, chat, and SMS/iMessage.

“We had to find a way to maintain a high-touch experience, even as we scaled exponentially,” shares Foster. “We needed a platform that could empower our team with context and automate intelligently, without losing our personal touch.”

Qvasa for live analytics and alerts

Another critical move by the Bilt team was integrating Qvasa’s event‑driven analytics platform with Zendesk.

“Qvasa gives us air‑traffic control: real‑time visibility into queues and performance that no other tool could match,” says Foster.

Some of the key reasons that Bilt selected the Qvasa integration with Zendesk include:

–Real‑time ingest of every Zendesk and Sunshine platform event (sub‑second latency)

–Live dashboards showing queue health, agent availability, and SLA adherence

–Threshold alerting that pings Slack when wait‑times or backlog spike

–AI analytics with contact reasons, volume forecasts, and agent performance

–Scalable architecture with no additional headcount required

Operational efficiency without compromise

Today, Foster and the team at Bilt are seeing major benefits from providing Zendesk omnichannel customer service with the critical Qvasa integration offering analytics and alerts.

-Agent productivity (hands‑on ticket work) has increased by 75 percent

-Volume forecast accuracy is approximately 95 percent, enabling precise staffing (e.g., 2‑minute target wait = 24 agents)

-CSAT (inferred) is up 15 percent after three months of data-driven tuning

–CX headcount has remained flat despite dramatic user growth

Additional wins include:

–Proactive support alerts surface issues minutes after they occur, reducing fire‑drills.

–Segment‑aware routing ensures each ticket arrives enriched with rental, card, and rewards context.

–Cross‑team transparency lets leaders balance workload across BPO partners in other locations.

Looking Ahead

With a live operations foundation in place, Bilt plans to use Qvasa’s predictive AI signals to anticipate member needs before they raise a ticket, further elevating CX while controlling costs.

“Our core operations rely on Qvasa—it’s not a nice‑to‑have,” concludes Foster. “Now we’re moving to truly proactive support because of the foundation we’ve built with Zendesk and Qvasa.”