Real-World Case Studies and Customer Success Stories with Zendesk For Service

Zendesk AI helped Starshipit automate customer support. The team used features like Intelligent Triage, Sentiment Analysis, and Auto-Reply. First reply... time dropped by 73% during peak periods and by 39% on average. Ticket volume fell by 13% on average. Agents now focus on high-value tasks. Customers get faster, better support.
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Zendesk helped Timely direct 40% of phone queries to its Help Center. Timely worked with SuccessCX to unlock more Zendesk... features. The team added self-service, new channels, and smarter ticket routing. Ticket volume dropped by 30% and phone calls by 50%. Query resolution time was cut in half. Customer satisfaction scores went up and agents reported 100% work-life balance satisfaction.
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Zendesk helped STATION F centralize customer requests and improve customer experience. The team used Zendesk to manage emails and internal... requests, cutting response times by one hour. Macros let them answer emails in just 30 seconds. CSAT scores rose by 3%. STATION F plans to use Zendesk AI to handle more tickets and boost efficiency.
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Zendesk AI helped JobAdder improve customer support. Agents now resolve high-priority tickets in 15 minutes. Low-priority ticket handling time dropped... by 70 minutes. JobAdder saw a 96% CSAT score. Email ticket submissions fell, and web submissions rose. Zendesk AI lets agents focus on complex issues while AI handles simple queries.
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Zendesk helps Auctane unify customer service across 11 brands. Auctane uses Zendesk to handle 252,000 monthly tickets and support 1... million businesses. The company leverages Zendesk AI to speed up resolutions and give agents better information. Auctane aims to create personalized customer journeys at scale. Zendesk supports Auctane’s digital transformation and growth plans. 79% of tickets are resolved in one touch, with a median first reply time of 1.16 hours.
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Zendesk AI helped Satrdé lower service costs and improve customer experience. Satrdé used Zendesk for customer service to make data-driven... decisions and boost cost savings. Zendesk AI agents reduced agent handling time and improved answer quality. Automated responses let customers self-serve and find answers faster. Satrdé built trust with clients and gave agents a better work-life balance.
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Zendesk helped Linkly improve customer support by adding dashboards, automation, and integrations with tools like Aircall and Jira. Linkly switched from... a system that lacked visibility and made reporting hard. With Zendesk, Linkly now resolves 83% of customer issues on the first contact. The team saves time with real-time reporting, macros, and an AI assistant. Linkly handles tickets faster and has better support performance metrics.
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Zendesk helps Indigov improve data security and privacy for U. S. government clients. Indigov uses Zendesk's compliance features, like SOC...2 and FedRAMP, to meet strict government standards. The platform enables a 100% improvement in first response time and a 99% decrease in client response times. Indigov saves 66 hours of staff time weekly and handles 5.1 billion annual constituent messages. Zendesk's customizability lets Indigov focus on user experience and agility.
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Zendesk Support, Guide, and Explore helped HMS Networks manage complex technical support across divisions. HMS achieved a 2-hour average first... response time and a CSAT score above 9 out of 10. The platform enabled fast onboarding for over 100 agents and supported 4,500 monthly tickets. HMS used Zendesk to streamline workflows, integrate CRM data, and deliver multilingual support in 6 languages. The solution improved efficiency and consistency for global industrial communication technology support.
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Zendesk helped Cognite improve customer support. Cognite switched to Zendesk to fix slow reporting and ticketing. Zendesk’s automation and analytics... made support 40% more efficient. Customer satisfaction reached 96%. Integrations with Salesforce, Jira, and Gainsight improved teamwork. Cognite now has better reporting, faster responses, and plans to use more AI and self-service.
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Zendesk Suite helps Zendesk People & Places deliver 24/7 internal support to over 6,000 employees. The team manages 9,900 tickets... each month and achieves a 98% employee satisfaction score. Zendesk Suite streamlines communication, boosts self-service, and increases agent efficiency. Specialized teams and automation ensure quick, accurate support. The solution replaced siloed systems and created a single inbox for all employee requests.
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Zendesk helps Cargas Systems improve customer experience. Cargas uses Zendesk for phone, chat, ticketing, and knowledge base. The company gets... a full view of each customer. Cargas has grown its customer base during a 12-year partnership with Zendesk. Leaders at Cargas are excited about using AI with Zendesk to personalize support.
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Grove Collaborative, a Certified B Corporation, uses Zendesk AI to boost operational efficiency. They implemented AI without developer support, enhancing... service for over 1.2 million customers. The AI helps with tasks like intelligent triage, reducing manual work. Grove also adopted Zendesk messaging, which cut chat volumes by over 80%, improving efficiency during staff reductions. They maintained a 95% customer satisfaction score.
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Liberty London, a UK premium department store, uses Zendesk AI to improve customer service. They needed to modernize their operations... as online sales grew to 50% of total sales. Zendesk's platform helped them manage emails and voice calls efficiently. With Zendesk AI, they automatically classify and route tickets, reducing manual work and improving service. This led to a 11% decrease in ticket resolution time and a 73% decrease in first reply time. Customer satisfaction increased by 9%, and they saved $21,461 annually in help center costs.
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Universal Store, a fashion retailer in Australia, needed to centralize its customer support channels for a seamless experience. They chose Zendesk... for its omnichannel capabilities, integrating various platforms like email, live chat, and phone. This allowed them to improve efficiency and customer satisfaction without increasing team size. They also automated processes like item returns and used AI to draft responses, achieving a 92% customer satisfaction rate and reducing response times.
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Liberty London, a UK premium department store, uses Zendesk AI to improve customer service. They needed to modernize their operations... as online sales rose to 50% of total sales. Zendesk's platform helped them manage emails and voice calls efficiently. With AI, they automatically classify and route tickets, reducing manual work. This led to a 11% decrease in ticket resolution time and a 73% decrease in first reply time. Customer satisfaction increased by 9%, and they saved $21,461 annually in help center costs.
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Zendesk AI helped Lush improve customer feedback and support. Lush saw a 369% ROI in less than one year and... saved $434,000 annually by avoiding extra hires. Zendesk powered all customer support channels and enabled better reporting. Lush's AI agent Marvin resolved common queries, saving 5 minutes per ticket and 360 agent hours each month. The team reached 60% first contact resolution and 82% one touch resolution, with a 93% CSAT score.
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END. used Zendesk AI and Appamondo to improve customer service. They switched from a non-integrated platform to Zendesk for all... channels. Appamondo helped them boost automation and reporting. They achieved a 41% ticket deflection rate and a 41% decrease in average handling time. Zero-touch tickets increased by 96%. One-touch tickets dropped by 39%.
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Zendesk helped Tesco improve employee support. Tesco used Zendesk to manage internal technology queries and later expanded to five Zendesk... instances. The company set up help centers to let employees self-serve. Self-service rates rose from 30% to 73%. Tesco now gets over 5 million help center visits each year. Employee sentiment is 83% positive.
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Zendesk and Forethought helped Spoonflower improve customer support. The company used AI agents and smart integrations to automate ticketing and... boost self-service. Spoonflower achieved a 93% CSAT, 85% one-touch tickets, and a 45% ticket deflection rate. Chat conversion rates are nine times higher than standard site conversion. Customer service now drives more revenue for Spoonflower.
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Zendesk helped Plix manage a 10x increase in support tickets while boosting CSAT from 50% to 75%. Plix centralized email... and social media tickets, using Zendesk's omnichannel support and integrations. The team gained insights into customer concerns and improved internal processes. Plix saw a 25% increase in CSAT, a 3x rise in NPS, and a 7x drop in first response time. Zendesk enabled better customer experience and product improvements.
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Zendesk helped Conrad Electronic improve customer service with a one-stop solution. Conrad used Zendesk Support, Guide, and Sell to connect... sales and support teams. The company saw a 30% improvement in first response time. They handle about 160,000 monthly tickets and 35,000 self-service interactions. Zendesk gave Conrad a 360-degree view of customers and better cross-department collaboration.
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Zendesk Suite with Sunshine Conversations helped Fútbol Emotion scale customer service. The company used chatbots and centralized support to handle... high ticket volumes. Multilingual support reduced reliance on Spanish and improved customer experience. WhatsApp ticket volume dropped by 80%. Annual tickets reached 100,000. Spanish tickets decreased by up to 10%. Sales hit EUR 34 million in 2021 with maximum service efficiency.
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Zendesk Suite Enterprise helped SB Finance cut social media tickets by 52% with an AI agent. The company replaced manual... ticketing with automated workflows and centralized customer experience management. Team leaders now save 90 minutes per day due to automated ticket routing. 95% of social media tickets get answered within eight hours. Email tickets are answered within one banking day. SB Finance improved reporting and resource planning with all support data in one place.
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Zendesk helped Siemens Financial Services move to a global digital customer journey. Before Zendesk, agents used email and spreadsheets. Now,... they use Zendesk Enterprise Suite for all customer data and communication. AI integration with Ultimate automated high-volume requests, like sending invoices. Siemens saw an 86% CSAT, a 23% productivity increase in the Nordics, and about double productivity in France.
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Zendesk Support and Sell helped 63 moons technologies limited centralize customer support and sales. The company reduced incoming queries by... 30% and achieved an 84% average CSAT. Employees now track customer issues and team performance in one place. Customers self-serve and get more transparency. Zendesk dashboards let managers measure employee productivity and customer satisfaction.
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Zendesk helped Homebridge improve customer service as the company tripled in size. Homebridge used Zendesk to support 10 departments and... two core brands. The platform replaced email-based support, making processes faster and more visible. Homebridge saw a 158% ROI, 23% increase in agent efficiency, and reached 100% CSAT. Zendesk turned support into a revenue-generating center and helped agents work better together.
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Zendesk helped Neo Financial scale customer service as they grew to over one million customers. The company used Zendesk's CX... platform and AI automation to improve efficiency. They achieved a 95% one-touch ticket rate and automated email responses in 5 minutes or less. Neo Financial also reached an 87% first contact resolution rate. Video and phone support built trust and improved customer satisfaction.
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Zendesk Support and Guide helped LendingClub improve customer service after switching from Salesforce. The team now handles 50,000 tickets each... month with 600 agents. Email efficiency increased by 275%. Agents can now process 220 emails a day, up from 80. The Zendesk AI agent resolves 12% of tickets. The system is easy to use and quick to configure, saving time and costs.
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Zendesk helped Coda Payments handle global customer queries with local expertise. The company switched from three tools to Zendesk, making... support easier for both customers and agents. Zendesk automated ticket routing and streamlined workflows, reducing manual work and the need for more staff. Coda Payments improved full resolution time by 60% and achieved a 90% CSAT. The self-service ratio increased to 7:1, and the customer service eNPS score reached 85.
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Zendesk AI helps Mercury, a fintech and digital banking platform, improve customer experience. Mercury uses Zendesk AI to automate repetitive... tasks, letting agents focus on complex issues and customer relationships. The company values Zendesk's extensibility and integration features. Mercury serves over 100,000 customers in 180+ countries and processed $95 billion in transactions in 2023.
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Zendesk AI agents helped SeatGeek handle more support tickets during busy times. SeatGeek used AI to answer common questions fast,... like "Where are my tickets?" Automated resolutions went up by 6 percent in four months. Over half of support chats were solved by AI, reaching a 51.5% automated resolution rate. AI agent satisfaction scores more than doubled, from 34% to 70%. This made customers happier and reduced the number of escalations.
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Zendesk helps Play Games24x7 manage over 100,000 customer tickets each month. During cricket season, ticket volume spikes to 600,000 in... two months. Zendesk automations and triggers cut resolution time by 68%. Now, 95% of tickets are resolved within six hours. The customizable dashboard gives agents a single view of all customer touchpoints, improving response speed and customer satisfaction.
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Zendesk Messaging helped TwinSpires handle high ticket volume during the Kentucky Derby. The team switched to Zendesk Messaging for better... chat continuity and automation. Agents now see full customer history and resolve issues faster. TwinSpires saw a 70% increase in self-service, a 31% decrease in resolution time, and 10+ hours saved weekly. 60% of customers used the web widget for support.
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Zendesk AI helped Superbet, a leading sports betting operator in Romania, speed up customer support. Superbet needed an AI solution... that could handle the Romanian language. Zendesk AI agents enabled Superbet to automate over 35% of requests and provide 24/7 support. First response times dropped by 74%. Resolutions are now 63% faster when both AI and human agents are involved. Superbet now delivers fast, multilingual customer service as it grows internationally.
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Zendesk helped KRAFTON automate support for 1 million annual inquiries. The gaming company used Zendesk to manage tickets in 13... languages and across multiple brands. Automation, macros, and Answer Bot cut agent costs by 15% and reduced ticket processing time by 18%. KRAFTON improved operational efficiency, data visibility, and customer satisfaction. Zendesk's reporting and analytics gave the team better business insights.
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Zendesk helped Kaizen Gaming deliver fast, unified customer service across channels like Facebook Messenger and WhatsApp. Kaizen needed real-time support... for its sports betting and live casino customers. Zendesk enabled a 360-degree customer view and easy agent onboarding. Kaizen achieved 95% first contact resolution and 85% CSAT. The platform supported Kaizen's rapid growth and agility in a regulated industry.
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Zendesk AI helped Swiss Casinos automate up to 50% of chat inquiries. The company used AI tools to boost agent... efficiency by 30%. CSAT scores increased by 12.5%. Support response and resolution times stayed constant during peak seasons. Swiss Casinos did not need to add more support staff, even as the business grew by 30%. Agents used AI writing tools to improve customer satisfaction scores up to 98%.
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Khan Academy faced a massive increase in online traffic when schools closed due to COVID-19. They used Zendesk to manage... the surge in support requests. Automated triage and ticket forms helped prioritize urgent issues. Zendesk's integration and customization features allowed Khan Academy to maintain a 92% CSAT despite increased ticket response times. The support team used macros and self-service resources to handle the high volume efficiently.
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Zendesk QA helped Kahoot! move from manual, spreadsheet-based quality assurance to an all-in-one, AI-powered QA platform. The company wanted to... build a quality-first support culture and improve agent coaching. With Zendesk QA, Kahoot! increased ticket review volume by 150% and raised its internal quality score from 92% to 94%. Customer satisfaction went up by over 5 percentage points, and reopen rates dropped by 2%. Agents gained more ownership and visibility over their performance, making coaching more effective.
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Zendesk helped Degreed save $1 million by replacing Salesforce for customer experience. Degreed used Zendesk's AI-powered agents, automation, and macros... to improve efficiency. The company achieved a 100% net retention rate and reduced SLA violations by 75%. Admin CSAT improved by 16%. Zendesk made it easier for Degreed to scale and deliver better service with a smaller team.
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Zendesk Suite Growth helped Zeppelin University create a central service portal for students and employees. The university moved from OTRS... to Zendesk to improve efficiency and support multiple departments. Zendesk macros boosted the room booking department's first-touch resolution rate to 95%. 78% of tickets are resolved within a week, and 16% in under an hour. Staff now complete tasks almost twice as fast, improving the employee experience.
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Zendesk Suite helped Age of Learning handle a 1,500% surge in support tickets during the pandemic. The company quickly scaled... support channels and added self-service tools. Within three months, 60% of support demand was handled by self-service, rising to 76% later. Agent efficiency increased by 30%. Productivity doubled. Customer satisfaction scores reached an all-time high.
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Zendesk for Startups helped mattilda scale customer support during 2X annual growth. The edtech-fintech startup grew from 185 to 230,000... students in three countries, while keeping its CX team small. Zendesk automations and integrations let 25 agents handle 40,000+ monthly interactions with a 6-minute SLA and 96% first contact resolution. WhatsApp, voice, and email channels are unified in Zendesk. Mattilda increased outbound collections productivity by 40% and kept fixed costs low.
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Zendesk Suite helped Bethel School District automate IT support for 30 schools. The district replaced manual processes with automated ticket... routing and real-time analytics. First reply time dropped by 71 percent and requester wait time by 77 percent. Missed calls fell by 72 percent. A self-service knowledge base reduced repetitive tickets. The IT team now uses data to prevent problems and improve service for teachers and staff.
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Unity used Zendesk automations and self-service tools to handle a big rise in support tickets. The company avoided hiring more... staff by using Zendesk to deflect tickets and speed up workflows. Unity saved $1.3 million by deflecting almost 8,000 tickets with self-service. They saw a 25% monthly increase in self-service resolutions and an 83% drop in first response time. Customer satisfaction reached 93% after these changes.
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Zendesk Suite helped MongoDB improve customer experience by providing real-time metrics and automation. Before Zendesk, teams struggled with limited data... and manual reporting. After implementation, agents gained transparency into ticket lifecycles and urgent tasks. SweetHawk integration automated over 100 recurring tasks. Teams using Zendesk saw Net Promoter Scores rise to over 91 percent.
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Zendesk helped EBP Group improve customer support. EBP Group used Zendesk Support and Guide to handle 165,000+ tickets in 2021.... The company increased customer satisfaction by 15%. Zendesk enabled faster ticket response and reduced call volume. EBP Group now maintains an 85% to 89% customer satisfaction rate. Zendesk supports EBP Group's growth and international expansion.
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Higher Logic switched from Desk. com to Zendesk for better customer experience tools. They used Zendesk analytics and QA to...improve support metrics and reporting. The company saw a 39% drop in median full resolve time and a 25% decrease in first reply time. Customer satisfaction rose to over 95%. Zendesk integrations with Jira and Salesforce helped streamline support operations.
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Zendesk AI helped Benevity improve ticket triage and support efficiency. Benevity support agents process over 350,000 tickets each year. With... Zendesk AI, agents now respond 58 percent faster to negative sentiment tickets. The AI agent solves 65 percent of user questions without human help. Benevity saves 364 hours per year on request categorization. Agents save 1 to 5 minutes per support request.
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Zendesk Suite Enterprise helped Calendly centralize four internal service desks into one system. Calendly used custom ticket forms, automation, and... integrations with Workday, Slack, and Okta. This change doubled IT service productivity and cut first reply time by 97%. Full resolution time dropped by 84%. CSAT scores rose by 28 percentage points. Calendly now uses Zendesk for IT, HR, Legal, Security, and People Ops support.
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Zendesk Labs helped Match Group build a custom messaging integration for Match. com. Members wanted more personal, conversational support. The...new solution lets 'date experts' give proactive coaching inside the app. This increased match success rates, improved brand perception, and boosted user retention. Match now resolves 85% of tickets in one touch.
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Zendesk Suite Enterprise helped Bitly unite its support teams and boost productivity. Bitly rolled out Agent Workspace and AI-powered self-service... to speed up ticket resolution and improve agent efficiency. The company saw a 30% increase in agent efficiency, a 4.5% rise in average CSAT, and a 22% drop in full resolve time. Bitly handles about 23,000 tickets each month using Zendesk. The platform made it easy for teams to work together and deliver better customer service.
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Zendesk AI helped Playtomic improve customer support for its global sports booking platform. Playtomic switched from Intercom to Zendesk AI... for better personalization, automation, and generative AI. The company now automates 80% of refund requests and achieves a 75% B2C resolution rate. Zendesk AI supports nine languages and lets Playtomic handle a 40% increase in conversations with only a 5% rise in staff. Playtomic delivers faster, more personalized service while scaling efficiently.
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Zendesk messaging helps Photobucket give 24/7 support to over 70 million members. The Zendesk AI agent answers questions when agents... are offline. This solution led to a 3% increase in CSAT and a 17% decrease in first resolution time. Photobucket also saw a 14% decrease in first reply time. The integration with Facebook and Twitter lets agents reply to social DMs as tickets. Members get faster, easier help any time of day.
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Zendesk QA helped Auction Technology Group (ATG) improve customer service quality. ATG used to review support conversations manually, but after... acquiring another company, their agent count doubled and manual reviews became unmanageable. With Zendesk QA, ATG set up custom scorecards and automated quality reviews for different user segments and channels. The team saw customer happiness scores rise by 1 percentage point every month. Zendesk QA made it easier for managers to give feedback and keep support quality high.
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Zendesk QA helps Automattic, the company behind WordPress. com and WooCommerce, keep customer satisfaction scores at 95% or higher. Automattic...uses Zendesk QA for weekly peer reviews among Happiness Engineers. Each team member reviews at least 10 interactions every week. This process helps new team members learn faster and ensures a consistent customer experience. Automattic solves 50,000 tickets monthly and has used Zendesk QA since 2018.
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EasyTaxi uses Zendesk to improve customer relationships. Dennis Wang, Co-CEO, praises Zendesk for being a close partner. Zendesk helps EasyTaxi... enhance their product and relationships.
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Uber used Zendesk Support and Zendesk Chat to manage customer service as it grew to over 450 cities and 76 countries. Zendesk was easy... to deploy for new teams and helped Uber scale support from a few dozen to over 1,000 agents. Uber handles more than 30,000 driver chats per week in the U.S. and supports over 10 languages. Chat support maintains a 95% CSAT and a chat first response time under 30 seconds. Zendesk helped Uber centralize and streamline global, multi-channel support for riders, drivers, and eaters.
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Zendesk helped Sendle improve customer service for small businesses. Sendle switched from a slow email system to Zendesk's omnichannel support.... The support team grew from 5 to 125 agents. Zendesk's tools made onboarding easy and improved agent efficiency. First reply time improved by 450%. Full resolution time improved by 200%. Sendle now handles over 63,000 tickets per month.
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Zendesk helps Zipcar support agents reply to member queries in under 40 seconds. Zipcar uses Zendesk messaging to handle thousands... of service tickets each month. Messaging is now the preferred support channel for both members and agents. Zipcar achieved a 95% customer satisfaction score with Zendesk messaging. The platform lets Zipcar set up workflows and manage support without developer help. This gives Zipcar more control and flexibility in its support operations.
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Zendesk AI helped Aéroports de Lyon automate 85% of customer service requests. The airport serves over 10 million passengers each... year. The team used Zendesk to handle queries about flights, parking, and hotels. With Synolia's support, they integrated Zendesk with Salesforce and other systems. 99% of customer requests now get a response in 24 hours. The loyalty rating reached 85% after using Zendesk.
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Zendesk AI helped Medbridge improve its help center and launch an AI agent named Alfred. 70% of self-service users now... engage with Alfred, leading to faster resolutions and happier agents. Only 8% of queries need to go to live agents. Medbridge saw a 5% drop in one-touch resolution rate, but ticket volume dropped by 700 per month. The customer service team reports higher satisfaction and efficiency with Zendesk tools.
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Zendesk helped Personify Health manage rapid growth and serve millions more members without increasing its Member Services budget. The company used... Zendesk's AI agents and self-service tools to handle rising support volumes. Personify Health saw a 6 percentage point increase in CSAT and avoided a 25-35% increase in annual costs. The agent to self-service ratio increased by 2.5 times. The team now manages over 80,000 contacts per month with 250 agents.
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Zendesk helped HeliosX combine support for six brands into one team. This change cut first response time by 97%. Customer... satisfaction went up by 7 points. Sales conversion increased by 20%. Staffing costs dropped by over 50%. HeliosX used Zendesk's reporting and automation to improve service and grow revenue.
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ClassPass used Zendesk Suite and Premier Support to deliver 24/7 global customer service across 30 countries. The company faced challenges... like the pandemic and limited resources but scaled support operations with Zendesk. ClassPass achieved a 60-second chat first response time, 86% CSAT, and a 1.1-hour median resolution time. Zendesk's omnichannel platform and Premier Support helped ClassPass optimize integrations, manage high API volumes, and save on engineering resources.
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Zendesk AI helped HealthJoy double its support capacity from 1,800 to 3,700 members per agent. HealthJoy used Copilot for AI-powered... transcription and summarization, cutting ticket resolution time by 29 percent. Ticket volume dropped by 25 percent, even as the user base grew by 40 percent. Real-time analytics and seamless integrations improved operations. HealthJoy now delivers faster, more efficient support for its members.
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Zendesk messaging helps Four Seasons Hotels and Resorts make guest interactions easy. The company uses Zendesk for customer service and... employee service. Messaging lets guests get help quickly and easily. Four Seasons focuses on high standards and personal care. Zendesk supports their goal to give guests a comfortable experience.
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Zendesk AI helps TravelPerk improve customer experience for business travel. TravelPerk uses Zendesk messaging to support travelers and customize trips.... The company saw 65 percent year-over-year growth in 2023. Zendesk AI powers new ways to help customers. TravelPerk builds AI-powered products for better service.
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Zendesk helped Grill’d, a casual dining restaurant group, fix slow customer support and a big ticket backlog. After switching from... a shared inbox to Zendesk, Grill’d cleared its backlog in three months. The team improved first response time by 84 percent. Zendesk integrations and automations made customer service faster and easier for staff. Grill’d now has better reporting, visibility, and is ready to expand internationally.
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Zendesk for employee service helped Dutch Bros centralize HR operations for 30,000 employees. The company faced rapid growth and struggled... with decentralized HR processes. Zendesk enabled a centralized HR operations center, self-service knowledge base, and automated workflows. Dutch Bros saw a 212% increase in HR team productivity, a 57% decrease in admin time per hire, and a 69% decrease in admin time per job change. Resolution time dropped to 1.3 minutes, all without adding new HR staff.
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Zendesk helped Grubhub handle a 100% increase in support ticket volume during the COVID-19 pandemic. Grubhub used Zendesk to automate... workflows, expand self-service, and support restaurants, diners, and drivers. The company achieved 88%–90% CSAT and a 53% increase in help center views. Zendesk enabled fast onboarding of new agents and improved cost per contact. Grubhub quickly adapted to remote work and changing customer needs with Zendesk's flexible tools.
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Zendesk helped Dutch Bros Coffee manage rising support ticket volumes as the company grew. The team used Zendesk metrics and... reporting to track customer sentiment and trends. Zendesk's Knowledge Capture App improved agent efficiency by giving quick access to information. The CX team now handles about 30,000 tickets each month for over 700 shops. Leadership sees the CX team as a value center, not a cost center, thanks to better insights and efficiency.
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The Manatee County Tax Collector's Office improved efficiency by using Zendesk to manage tickets and enhance self-service. Before Zendesk, they... relied on phone calls, which led to inefficiencies and slow resolutions. With Zendesk, they now handle 3,000 tickets monthly, providing real-time access to information and automating processes. This has increased public information access by 400% and improved employee satisfaction.
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Indigov uses Zendesk to keep constituent data private and secure. The company needed strong data privacy and security to meet... client demands and government standards. Zendesk’s built-in security and compliance features, including FedRAMP and SOC 2, helped Indigov win government clients and speed up time to market. Indigov improved first response time by 100%, cut client response times by 99%, and saves 66 hours of staff time each week. Indigov handles 5.1 billion annual constituent messages with Zendesk.
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Zendesk for employee service helped the Portland Bureau of Transportation move from email and spreadsheets to a streamlined system. The bureau used... Zendesk to manage all personnel workflows and requests. They saw a 35% increase in productivity and 95% better visibility into request status. The team built a knowledge base and automated approvals, making work faster and easier. Partners and staff are happier with the new system.
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Thrasio, a global consumer goods company, used Zendesk to improve customer service. They integrated Zendesk to mine support tickets for... customer data, creating cross-sell and upsell opportunities. Thrasio relaunched Zendesk with integrations, reducing full resolution time by 99%. They also cut their tech stack by 85%, improving first response time by 97%. Thrasio's use of data-driven CX supports their growth and innovation.
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Zendesk AI helped Concept2 scale customer support and meet rising demand. AI agents now resolve over 30% of tickets through... self-service and handle more than 80% of customer requests. Agent productivity increased by 25% and more than half the team uses AI copilot tools. Concept2 managed a 37% surge in inquiries while serving 30% more customers. Weekend response times are often halved and reopened tickets are down 5%.
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Zendesk helped BoxyCharm improve customer service with social messaging, automation, and integrations. The team saw a 10-point rise in CSAT... and a 66% drop in first response time. Over 60% of email volume was deflected by automated responses. BoxyCharm used Zendesk to create an omnichannel view and resolve 100% of private social media tickets. Integrations with Jira, Fivetran, and TrustPilot streamlined operations and brand management.
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CPM International partnered with Zendesk to enhance customer experience for New Balance. They implemented Zendesk AI solutions, including AI Summarize... and Agent Assist, to improve service efficiency. This led to a 30% decrease in average handle time and a 3% increase in CSAT. The partnership also supported New Balance's growth into new markets, with a focus on digital channels like WhatsApp for better customer support.
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Zendesk Support and Zendesk QA help Rentman manage customer interactions and agent quality. Rentman uses these tools to gather all... customer conversations and reviews in one place. This lets support agents get targeted feedback and improve their work. The company achieved up to 96% CSAT rates and reduced agent turnover. Zendesk helps Rentman keep a strong customer focus as it grows.
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Zendesk Suite helped MessageMedia switch from Salesforce and quickly improve customer service. The company unified 10 brands on one platform... and made it easier for agents to manage tickets. Zendesk's self-service and integrations boosted efficiency. MessageMedia saw 90% customer satisfaction, 95% SLA adherence, and 85% first touch resolution. The transition took only a few weeks and required less admin work.
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Zendesk Sell helped Tucows cut Ting customer onboarding time from 40 days to 21 days. The company saw a 4x... increase in customer appointments. Tucows replaced manual spreadsheets with a single platform. Agents now track onboarding from start to finish in one place. Training agents on Zendesk is fast and simple. Customer service quality stayed high even during rapid growth.
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Zendesk AI helped Motel Rocks boost self-service by 206%. The company saw a 43% increase in ticket deflection with AI... agents. Smart self-service cut ticket volume by 50%. Customer satisfaction rose by 9.44%. Zendesk macros and AI made support faster and easier for both agents and customers.
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Zendesk AI helped Jigsaw, a UK fashion retailer, improve customer experience. Jigsaw automated its support centre and built an AI... agent with Zendesk. The company reduced ticket volume by 35 percent, response times by 20 percent, and handling time by 18 percent. Automated and self-help resolutions increased by 15 percent. Store teams now get faster help, and agents use AI tools to reply better and faster.
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Zendesk Suite, including AI Copilot, helped CPM International improve customer service for New Balance. CPM used Zendesk AI features like... Summarize and Agent Assist to speed up case resolution and boost communication quality. After using Zendesk AI, CPM saw a 30% drop in average handle time, a 6% rise in quality, and a 3% increase in CSAT. CPM also moved to digital channels like Messaging and WhatsApp to meet customers where they are. This made support faster and more personal for New Balance customers.
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Zendesk helped Prodege improve customer service with AI and machine learning. Prodege achieved a 72% one-touch resolution rate and a... three-hour first response time. The company reduced per-ticket costs by 50%. Prodege saw a 20X return on investment. Customer satisfaction reached 93%. Zendesk's platform and automations made support faster and more efficient.
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Stanley Black & Decker used Zendesk to improve customer service. They needed a solution to integrate all channels and provide... flexibility. Zendesk was implemented in just three weeks, right before Black Friday. This led to a 500% increase in regional sales and a 300% increase in agent efficiency. The company also achieved a 1000% growth in customer interactions and maintained a 90% CSAT score.
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Fender uses Zendesk to support customer service and business operations. Before Zendesk, Fender had siloed teams and slow, manual email... processes. Zendesk helped centralize communication, support nine languages, and streamline workflows for B2C and B2B teams. Fender saw a 91.7% CSAT, a 14% increase in inbound volume year over year, a 10% reduction in reply times, and a first reply time of 1.4 hours. The team uses Zendesk tools like Chat and Explore to improve efficiency and customer experience.
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Zendesk Suite helped Dunlop Sports move from a traditional call center to an omnichannel customer experience. The company needed better... data and reporting, which their old phone system could not provide. Zendesk gave them a centralized support hub, improved reporting, and more CX features. Dunlop Sports achieved 95.8% SLA adherence, a 96% decrease in abandonment rate, and 95.3% CSAT. Annual ticket volume grew by double digits, and chat volume increased by 168%.
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Zendesk AI helped Catapult improve customer support for sports teams and athletes. Catapult used Zendesk’s omnichannel system and AI tools... to give faster, more tailored help. The company saw a 50% drop in first reply time and a 21% decrease in full resolution time. Customer satisfaction rose by 1.8 points, reaching 97% CSAT. Zendesk AI Copilot and intelligent triage made agents’ jobs easier and improved decision-making.
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Zendesk Suite helped Hoag Health's HR team cut ticket resolution time by 86%. The team moved from Microsoft Outlook to... Zendesk, gaining better visibility and automation. Employee CSAT scores rose from 86% to 97%. AI agents now resolve 73% of routine queries. Automation reduced late separation fines by about 88%. Hoag Health now handles 6,500 to 7,200 monthly tickets with 70 HR agents.
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Zendesk for employee service helped a major media company support over 10,000 employees in 190 countries. The company unified its... employee experience platforms, replacing multiple costly and unreliable systems. Zendesk now supports divisions like payroll, IT, legal, and production. Employees can get help quickly using QR codes in offices worldwide. Zendesk's platform lets the company scale support as it grows and automate more tasks with AI.
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Zendesk Suite helped ZeroFox manage a 30% yearly increase in customer service tickets during rapid growth. The company used Zendesk... to support 32,000 annual tickets with 300 agents worldwide. Zendesk enabled near real-time support, integrated multiple teams, and improved agent efficiency. ZeroFox kept first reply times under 1 hour and first resolution times at 3-4 hours. 80% of tickets were resolved in one touch, supporting strong customer relationships and business growth.
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Zendesk and AssetSonar helped Eight Eleven Group support over 900 employees. The company replaced a shared inbox with Zendesk to... manage internal requests. Automation features like macros and triggers improved response times and efficiency. Customization allowed teams to create help articles and custom portals. Now, 95% of employee requests get a first response within one hour. AssetSonar integration made IT asset tracking faster and easier.
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Zendesk WFM and Zendesk QA helped Conservice cut costs and improve service. The company used AI-driven scheduling to reduce staff... by 40 percent. Automated scheduling saved 22 hours per month. Conservice now handles 15,000 support tickets each week. Service quality improved, with a 7% increase in IQS and a 96% IQS score. Reporting and forecasting features made agent productivity easier to track.
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Zendesk helped Konecta deliver fast, reliable customer support for the Paris 2024 Olympics. Konecta switched to Zendesk for better workflow... management and reporting. The team deployed a multilingual, multichannel platform in just four weeks. Zendesk Premier Support gave Konecta confidence and strong SLA compliance. Results included under 30 minutes response time, 2 minutes 23 seconds average email handling, and 43,000 emails processed in ten months.
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Zendesk helped Dymind transform its global customer service. Dymind needed a scalable support solution for 24/7 service and strong data... security. Zendesk and Bricom enabled Dymind to consolidate workflows and support customers in over 140 countries. Dymind integrated 90% of customer queries and now offers multilingual support around the clock. Zendesk’s localization and AI features support Dymind’s international growth.
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Zendesk Suite helped LATAM Airlines support 30,000 employees and 62 million passengers. The HR team used Zendesk to unify workflows... and improve employee engagement. LATAM Airlines achieved 90% employee satisfaction and 80% AI agent accuracy. The company also met a 48-hour SLA for HR requests. Zendesk enabled LATAM Airlines to lower total cost of ownership and deliver world-class service at scale.
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Zendesk helped REA Group improve customer service and product innovation. REA Group unified communication channels and focused on self-service using... Zendesk. The company cut average ticket resolution time by over 90% in two years. Only one in eleven inquiries now needs human support. Staff engagement rose from 76% to 91%. Self-service usage tripled in three years, with a 40% increase in one year.
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