JustPark accelerates customer success with Zendesk AI

A 9 x 20-foot paved rectangle can go for more than a million dollars in horizontally-challenged cities like Hong Kong. Prime parking spots in New York and London can command well over six figures. But if buying your own piece of asphalt isn’t in the cards, there’s always the option to rent.

That’s where JustPark, an innovative parking technology platform, steps in. With scores of underutilized parking spaces across the U.K. and the U.S., JustPark partners with anyone who has the right to rent out a space, and matches them with drivers looking for convenient, affordable parking. This includes commercial car parks and private driveways, the latter enabling drivers to park close to venues in ways not ordinarily possible.

“At our core, we’re a marketplace,” explains Lyubo Voynov, Continuous Improvement Manager at JustPark. “We match drivers with space owners—helping people park while driving revenue for our partners.”

Parking demand drives ticket volumes higher

With parking demand booming in cities worldwide, JustPark has experienced remarkable growth since its founding in 2006.

“Today, we have 14 million people across all our products,” Voynov explains. “And we have tens of thousands of owners renting their spaces on our platform, as well as hundreds of clients choosing JustPark to fill their underused car parks or unutilised spaces.”

And with that many users, ticket volume has increased. “As booking volumes grow, naturally support requests grow too,” says Voynov.

JustPark uses Zendesk in the U.K. for its well-established market there, while the U. S. operations are gradually adopting Zendesk as they tailor a support model to meet the unique demands of event-focused parking.

“Our founder, Anthony Eskinazi, chose Zendesk back in 2011,” Voynov offers. “And we’ve been with the platform ever since.”




Scaling support without sacrificing quality

In the U.K., the JustPark customer experience (CX) team sees a surge in demand during the summer months when customers are looking to park at big events or at tourist attractions.

“One of our most in-demand spaces for parking is next to Wembley Stadium,” says Voynov. “And for people who list a space nearby—they’re making a good amount of profit on the app.”

The company also sees spikes during the holidays, when people are out shopping in cities across the UK. “During these busy times, we receive a ton of inquiries over multiple channels,” Voynov says.

With many customers needing urgent help, one of the busiest channels for JustPark’s support traffic is the phone.

“And we want to be able to quickly help those customers,” notes Voynov. “We understand that they need to talk to someone right away to help them solve their issue”

The majority of JustPark’s support traffic comes through web forms, with the rest being a combination of email and messaging.

“As we get more bookings and more people use our product, it’s natural that support requests will increase, too,” Voynov says. “But what really matters is keeping the number of support tickets low compared to the total bookings.”




AI helps JustPark shift gears

As JustPark grows, its CX team focuses on keeping the ratio of bookings to support tickets as low as possible.

“We monitor the percentage of bookings that create a support ticket very closely,” explains Voynov. “If it creeps higher than our target—it’s a warning sign.”

To maintain this balance, JustPark built a vast help center using Zendesk, packed with thousands of articles that answer almost every question users might have. To manage the influx of support requests with greater efficiency, the team leans heavily on Zendesk’s AI agents—with impressive results.

“With Zendesk AI, we’re able to offer customers an auto response to emails with suggested help center articles—and we track the results,” says Voynov. “And we’ve found that up to 99 percent of customers get a smart, automated content recommendation instantly.”

About a third of those customers click through to the articles, and 5 to 7 percent confirm their issues are completely resolved without reaching an agent. These insights feed into weekly reports, enabling JustPark to continuously improve its help center content and support workflows.

“Thanks to Zendesk’s AI tools, we’ve achieved a 12.4 percent faster first reply time,” adds Voynov. “We’ve also seen an 8.4 percent improvement in full resolution times.”

Initially, some seasoned agents were hesitant about AI. But after seeing the results—an 80 percent CSAT—adoption ramped up quickly.

“Today, all of our agents actively rely on Zendesk Copilot’s suggestions,” says Voynov. “And the early adopters’ usage is very high—around 90 percent of their tickets involve Copilot.”




Driving customer experience into the future

JustPark isn’t slowing down. As the company continues expanding its global reach, the CX team is doubling down on AI adoption to make support even smarter.

“We’re exploring new automation opportunities,” says Voynov. “Things like AI-powered refund handling integrated with payment systems.”

JustPark is also investing heavily in agent training and using Zendesk’s quality assurance tools to maintain high standards.

“Zendesk is more than a tool—it’s a strategic partner helping us elevate every aspect of our customer experience,” Voynov says. “The combination of AI automation and agent empowerment is truly a game-changer.”