Loggi humanizes the employee journey with Zendesk AI

Loggi is what happens when logistics meets software—and then scales across an entire country. Born in Brazil and built for the realities of a fast-growing, e-commerce-driven economy, Loggi is a technology-powered logistics platform that connects businesses, couriers, and consumers through a single, intelligent network.

At Loggi, the customer experience is intrinsically linked to the employee experience.

“The fact that we invest in Zendesk to have an organized service queue gives us the freedom to direct the team toward activities that add value at the end and contribute to the employee journey,” says Natalia Nanni, Benefits and Support Coordinator at Loggi.

Eliminating friction in employee support

Before implementing Zendesk, Loggi relied on a homegrown employee service model. Agents had to juggle their primary responsibilities alongside incoming requests, without a dedicated system to prioritize or manage tickets.

There was no clear way to organize or prioritize demand. Without the right tools, Loggi’s workflow was reactive rather than proactive. As a result, simpler issues were often resolved first, while more complex cases took longer—not due to lack of effort, but because of limited queue management.

Without a structured tool, agents tended to answer the easier requests. That created an unfair system, where some team members were left handling the most complex, time-consuming tickets.

The lack of a unified knowledge source added another layer of friction. Employees frequently relied on colleagues for answers, leading to inconsistent information, fragmented knowledge, and varying interpretations across teams.

At the same time, visibility into service operations was limited. The team lacked reliable data on ticket volume, response times, and recurring issues, making it difficult to identify patterns or confidently improve processes.

Creating structure with Zendesk

In 2022, Loggi implemented Zendesk as its central platform for employee service, bringing structure, visibility, and consistency to internal support.

The platform introduced organized ticket queues, enabling a fairer and more consistent distribution of requests. With defined workflows and clearer prioritization, the team improved response efficiency while maintaining service standards. And users noted that the platform was intuitive and easy to use.

Loggi also launched a self-service center within Zendesk, allowing employees to find answers independently before submitting a request. This shift centralized information in a single, intuitive location—moving beyond the limitations of a traditional intranet.

The platform also introduced stronger governance, ensuring that accurate, up-to-date information reaches employees quickly and reliably.

“We tripled the number of documents in our Zendesk knowledge base over the past two years because we saw that people were increasingly searching for information instead of submitting a ticket,” Nanni says. “This proactive approach has allowed us to scale support alongside the company.”

From reactive support to proactive service

With Zendesk in place, Loggi saw measurable improvements in both efficiency and employee experience. One of the most significant shifts was in how the team approached service delivery.

In the early stages, many requests required multiple interactions before resolution. By analyzing data and refining their processes, Loggi improved both communication and response quality. Today, nearly half of all requests are resolved on first contact.

With greater visibility into metrics, Loggi can now identify demand peaks and understand which topics generate the most employee questions. That insight allows the support team to anticipate issues and adjust communication and internal processes before ticket volumes increase.

As self-service adoption grew, Loggi continued expanding its knowledge base—tripling its content in two years. This not only reduced ticket volume but also empowered employees to find answers quickly and independently.

“We’ve moved away from reactive support and started anticipating needs,” Nanni says.

A foundation for the future of work

Loggi views employee service as a strategic lever for both engagement and operational efficiency. Technology—especially artificial intelligence—will play an increasingly important role in that evolution.

Investing in Zendesk to have an organized service queue gives Loggi the freedom to direct the team toward value-added activities that enhance the employee journey. And through training initiatives, employees are learning how to use AI tools to improve their daily workflows.

With capabilities like automation, AI agents, and agent assist tools, Zendesk assists both employees seeking help and the teams delivering support—enabling more personalized, efficient, and scalable service experiences.

“Investing in Zendesk to have an organized service queue gives us the freedom to direct the team toward value-added activities that enhance the employee journey,” Nanni says.