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

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 QA helps Liberty, a luxury department store, improve customer service quality. Liberty uses Zendesk QA to review support from... three teams and track key metrics. Since using Zendesk QA, Liberty's CSAT rose to 88% and IQS to 80%. The platform makes it easy for agents to focus on quality and get feedback. Liberty's team uses scorecards and regular coaching to keep service standards high.
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Zendesk helped John Lewis Partnership improve its internal employee benefits platform. The company moved from printed brochures to an online... platform supported by Zendesk products. Partners can now access help through many channels, including mobile, web widget, and social media. More partners use mobile devices, and self-service options have grown. Automation and self-service let agents focus on higher value work, so fewer agents are needed to handle support.
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Zendesk Suite and Copilot helped ShearComfort unify customer service channels and use AI-powered automations. The company reduced first-reply times by... 32 percent and cut the ticket triage process by 84 percent. 80 percent of tickets are now assigned automatically using intent triggers. Agents use AI tools like call summaries and tone shift to work faster. ShearComfort can now focus on high-priority tasks and respond to customers more quickly.
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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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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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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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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 helped BAUHAUS standardize and streamline customer service across 11 stores in Spain. The company added WhatsApp as a support... channel, letting agents handle 39 messages per hour. 37% of customers now use WhatsApp, with 92,000 tickets through the platform. BAUHAUS achieved 61% one-touch tickets and a 96% CSAT for chats. Zendesk made it easy for BAUHAUS to improve customer experience and optimize daily work.
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Zendesk messaging helped Accent Group improve digital customer support. They switched from live chat to messaging. This change led to... a 90% drop in average wait times. Messaging widget containment reached 75%. Customer satisfaction scores rose by 13 percentage points. Agents and customers both preferred the new system.
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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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Jaycar used Zendesk Suite to unify customer support across 130 stores and three websites. Before Zendesk, Jaycar struggled with multiple... systems and low efficiency. After switching, 7% of tickets are handled by AI agents, saving about AUD85,000. Net Promoter Score jumped from 1 to 62. Customer satisfaction rose from 55% to 68%. Retail support efficiency increased by 50%, and 88% of tickets are now resolved within SLA.
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Zendesk Suite helped Thunes, a Singapore-based payments company, improve customer service. Thunes replaced its old system to gain better visibility... and automation. Zendesk's integration with Jira sped up internal requests. Agents now handle tickets 35% faster, saving 320 hours each month. Monthly tickets dropped from 45,000 to 15,000, and first response rate improved by 78%. Thunes uses automated workflows and macros to boost agent productivity.
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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 Suite Professional helped Esusu, a fintech company, consolidate three CX tools into one platform. The team saw a 90%... increase in phone answer rate, a 64% decrease in first reply time, and a 34% decrease in full resolution time. Esusu also gained a 10-point increase in CSAT. Zendesk AI features made workflows easier and onboarding faster. The company now uses Zendesk for automation and plans to add AI agents for better customer experience.
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Zendesk helped Netwealth upgrade its legacy contact center. Netwealth needed better customer visibility and faster service. After switching to Zendesk,... call wait times dropped to about 40 seconds. 99% of calls and 90% of emails are resolved in one touch. Netwealth now handles 22,000 queries a month for 115,000 accounts. The new system improved transparency and customer trust.
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Zendesk helped Latitude Financial launch a new customer service system in just 3. 5 days during the COVID-19 pandemic. The...company needed a fast, flexible, cloud-based solution to handle rising call volumes and replace an outsourced provider. Latitude Financial used Zendesk to create digital webforms, onboard 300 agents, and build a help center. This led to 20% call deflection, over 30,000 webform inquiries in weeks, and 90% less time spent on help center revisions.
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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 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 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 WFM helped Rands automate customer support operations. The team replaced manual scheduling and spreadsheets with real-time visibility and automated... workflows. Rands now handles 15,000 monthly tickets with 33% fewer agents. Agent productivity improved by 3.2 times. First response time for WhatsApp dropped by 83%. The team saves 35 hours each month on scheduling and 40% on email response time.
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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 helps Fortnox deliver fast, high-quality support to over 500,000 customers. Fortnox uses Zendesk's ticketing system, API, Explore, and AI... to manage more than one million support tickets each year. The company keeps a CSAT score of 4.7 out of 5 and answers chats in less than one minute. With 150 agents and a multi-channel approach, Fortnox gives small businesses in Sweden clear and confident help with financial processes.
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Zendesk Suite Enterprise and babelforce helped Orgadata connect global customer service teams. Before, Orgadata used many separate tools and could... not see all customer data in one place. With the new system, agents work together worldwide and support customers 24/7. Automated ticketing and better telephony make support faster and more reliable. Agents now have clear information and can help customers better.
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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 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 helped Optimizely create custom support solutions using APIs and custom objects. Optimizely needed a system that could scale and... fit its enterprise needs. With Zendesk, they built tools for unique workflows and improved efficiency. The company now handles 20,000 tickets monthly and has a 97% CSAT score. Custom objects saved time and made support more uniform for over 200 agents.
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Zendesk helped Limeade improve customer support as they expanded globally. Limeade used Zendesk's reporting, Salesforce and Azure DevOps integrations, and... knowledge base to empower their team. They reduced first response time by 30%, cut technical ticket resolution time by 35%, and halved escalation rates. The team kept headcount the same while supporting over 2 million users in 100+ countries. Zendesk enabled fast implementation in just 3 weeks.
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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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Zendesk Suite Enterprise helped GitHub automate and scale employee support across IT, HR, security, data, finance, and workplace experience. GitHub replaced manual,... high-touch workflows with automated onboarding and dynamic ticket forms. The company reduced support ticket forms by 90% and cut asset-related ticket resolution time by 15%. New hire CSAT reached 98%. Monthly internal ticket volume exceeds 60,000. Employees can now get help faster and easier, boosting satisfaction and efficiency.
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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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Thirdfort switched from Salesforce, Intercom, and Aircall to Zendesk Suite for customer support. The company wanted to improve agent efficiency... and unify customer data. Zendesk gave agents a 360-degree customer view and integrated workflows. Thirdfort saw a 93% CSAT, a 20% increase in containment rate, and 85% of tickets resolved in one touch. The migration was smooth and helped reduce hiring needs as ticket volume grew.
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Zendesk helps Wireless Logic deliver better customer service worldwide. The company uses Zendesk Support, Explore, Guide, Live Chat, and AI... Copilot to connect all markets and systems. Wireless Logic saw a 95.7% CSAT, 18% decrease in first reply time, and faster resolution times. The team can now build customer service systems without developers. Zendesk gives them better reporting, visibility, and seamless support across 165 countries.
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Zendesk AI helped Vagaro, an appointment scheduling software company, improve customer service. Vagaro used Zendesk AI to automate answers to... common questions and empower clients to self-serve. The company reduced resolution time from 3 hours to 23 minutes, an 87% decrease. Their AI agent now resolves 44% of incoming requests. Customer satisfaction increased from 87% to 92% in three months. Vagaro's support team can now focus on complex issues, making their service more efficient.
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Zendesk Suite helped Propelus automate customer support for continuing education. Propelus replaced Intercom, Freshdesk, and HelpScout with Zendesk. First response... times for chats dropped by 80%. Time to full resolution for chats was cut in half. AI agents managed 44% more conversations per month than human agents. Propelus saved 2,480 support hours in seven months and achieved a 90% bot satisfaction rate.
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Zendesk AI helped Humi manage rapid growth and rising customer support demands. Humi used generative replies and assist tools to... improve efficiency. The company now deflects 57% of tickets in its in-app messaging channel. The average number of tickets per client dropped by 17.5%. First-response times decreased by 18%. Humi's agents now focus more on solutions, and customers get faster help.
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Upwork used Zendesk to improve global customer support. They integrated APIs and automations, leading to 58% of chat interactions resolved... by chatbot self-service. Upwork's support team manages 600,000 tickets each year with over 300 agents. The company achieved a low 5% voluntary turnover rate among agents. Zendesk helped Upwork scale support and expand into new international markets.
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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 helped Leboncoin Mobility Pro transform its customer service. The company unified all teams on Zendesk Support to improve communication... and efficiency. Zendesk's easy integration and AI features, like SnapCall, let agents handle queries faster and offer more channels. Leboncoin Mobility Pro now resolves tickets quicker and has 80% CSAT and 80% SLA. The team manages 75,000 yearly tickets and 155,000 interactions, supporting 33,500 unique users each year.
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Zendesk professional services helped Vimeo rebuild its customer experience platform. Vimeo needed a new solution because their old system was... too complex and hard to maintain. Zendesk worked with Vimeo to create a new, streamlined Zendesk instance. The new setup lets agents find data faster and work better. Vimeo now has a median first reply time of 5.3 hours, handles 54,000 tickets a month, and saw a 5-6% increase in average CSAT. The project made support easier and improved customer satisfaction.
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Zendesk AI helped Vimeo scale customer support for its global user base. Vimeo used automation and generative AI to deliver... fast, conversational answers. The company saw a 36% increase in AI agent engagement and an 18-20% rise in self-service rates. API-driven personalization improved support for billing, video management, and account issues. Zendesk AI also gave Vimeo better customer insights and a strong base for future AI innovation.
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Zendesk QA helped Geckoboard improve customer support with peer reviews. The team wanted to share more information and give more... proactive advice. They used Zendesk QA to review support conversations and set up a peer review system. Each agent now does two reviews a day. This led to ten times more proactive help between agents. Geckoboard kept high CSAT scores and fast response times while boosting internal knowledge sharing.
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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 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 Assist helps DrFirst manage complex healthcare support needs. DrFirst needed to scale customer experience and stay agile in a... regulated environment. Zendesk Assist provided a dedicated consultant for ongoing advice and system optimization. DrFirst saw a 28% decrease in full resolution time, a 60% decrease in first reply time, and a 13% increase in one-touch ticket rate. The team also improved agent efficiency and reporting with Zendesk WFM.
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ClassPass used Zendesk Suite and Premier Support to scale 24/7 global customer support across 31 countries. They switched from live... chat to Zendesk Messaging, making support faster and more flexible. The rollout took just six weeks and caused no disruption for customers. ClassPass achieved a 60-second first response time and set a 7.5-minute average handle time goal. Automation and business rules now help agents deliver better support.
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Zendesk helped GLL centralize 250 customer service sites into two centers. This improved response times and gave new business insights.... GLL now uses Zendesk AI agents, Copilot, WFM, and QA to boost customer service and productivity. After updating their website based on Zendesk data, GLL saw interactions drop 50% in three weeks. The Belfast center handled over 400,000 queries in its first year, with a 93% first touch resolution rate.
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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 Suite and Sell helped Mizuno USA unify customer support and sales operations. Before Zendesk, teams used separate tools and... lost information. With Zendesk, Mizuno integrated chat, ticketing, and sales in one system. They connected Zendesk to their ERP, linking customer data across the company. Support agents now handle 6,000 tickets a month, with 86% resolved in one touch. The new system improved collaboration and made customer service more efficient.
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Zendesk helped Corkcicle scale its B2C sales by improving customer support. The company switched from a homegrown CX system to... Zendesk to handle more tickets and channels. After implementing Zendesk, Corkcicle saw a 100% improvement in first reply time and a 67% decrease in SLA time. Return customers increased by 10% year over year. The team also achieved a 93% CSAT and reduced ticket volume while sales grew.
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Zendesk helped Thrasio, a global consumer goods company, transform its customer experience. Thrasio relaunched Zendesk with new integrations and agent... training. This led to a 99% decrease in full resolution time and a 97% decrease in average first reply time. Thrasio also reduced its tech stack by 85%. The team now uses Zendesk data to find new sales opportunities and improve customer service.
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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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Zendesk helped Sentral improve customer service by integrating all communication channels into one platform. Sentral used Zendesk's APIs and customizations... to create a seamless experience for residents and guests. The company saw an 82% decrease in first reply time and a 58% decrease in resolution time. Sentral's team manages requests from prospects, residents, and guests using Zendesk. The platform supports both guest and internal team communications. Sentral chose Zendesk for its price, customizability, and robust APIs.
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Zendesk helped Accor Plus improve its customer experience with an omnichannel conversational strategy. The company used Zendesk AI agent and... self-service options to boost customer satisfaction by 20 percent and increase digital sales revenue by 20 percent. Accor Plus also improved response time by 352 percent and resolution time by 220 percent. The team saved 11.9 FTEs through self-service. Agents now handle member interactions across email, web, and social channels more easily.
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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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Four Seasons Hotels and Resorts uses Zendesk's conversational messaging to enhance guest experiences. The company, known for its high standards... and innovation, has integrated Zendesk to provide seamless interactions. This approach helps in delivering personalized and genuine care to guests, aligning with their commitment to excellence.
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Zendesk helped Agoda improve service for travel partners and employees. Agoda used Zendesk to automate ticket routing and streamline communication.... The help center now has hundreds of articles in eight languages. 88% of tickets are resolved in one touch. CSAT reached 91%. Agent productivity increased by 44%. Self-service ratio grew by 57%. Help center views rose by 45%.
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Zendesk helped SoundCloud improve customer support and community engagement. SoundCloud used Zendesk for ticket support, Help Center, and AI-powered features.... The team saw a 42% improvement in CSAT after using Zendesk. AI tools reduced repetitive tasks and made support more efficient. SoundCloud's support team now solves problems faster and has better access to customer data.
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Zendesk helped KRAFTON automate customer support for its global gaming brands. KRAFTON used Zendesk to handle 1 million annual inquiries... in 13 languages. The company improved operational efficiency and data visibility. Zendesk automation cut support costs by 15 percent. Ticket processing time dropped by 18 percent. AI agent reduced inquiries by 28 percent.
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Zendesk helped Bally's Interactive improve customer service for its global gaming brands. The company used Zendesk AI and messaging to... reduce call handling time from 918 to 699 seconds. Monthly users contacting support dropped from 8% to 5.8%, saving 12,000 to 15,000 contacts per month. FAQ views now outnumber contacts three to one. Auto categorization with Zendesk AI now handles 30% of conversations, speeding up 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 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 Suite helped Dorm Room Movers serve digital-native customers and manage seasonal demand. The company added messaging channels and used... Zendesk AI for self-service, reaching a 52% AI containment rate. Agent utilization hit up to 95%. SLA achievement improved by 41.4%. Lead conversion rates increased by 79%. Zendesk AI also saved agents time with call summarization.
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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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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 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 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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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 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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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 helped Sinch Engage unify customer support across 12 brands. The company replaced a developer-dependent platform with Zendesk, making support... more flexible and scalable. Sinch Engage saw a 79% decrease in first reply time and a 47% decrease in full resolution time. Automation rate nearly doubled, and QA reviews increased by 41%. Zendesk AI and Copilot improved agent efficiency and self-service, supporting 70,000 business customers worldwide.
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Zendesk AI agents helped Phonero automate customer support. The company wanted to improve support and increase self-service. They launched Zendesk... AI agents in their help centers. In six months, Phonero reached a 59% automation rate for 50,000 chats each year. They also achieved a 30% automation rate for 24,000 emails. The solution was easy to set up and did not need much IT help. Phonero saw a 194% increase in chat volume and realized ROI quickly.
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Zendesk Suite helped MTData improve customer support. MTData used Zendesk Assist to build better workflows and dashboards. They integrated Zendesk... with TSM, JIRA, and Slack. MTData achieved a 97% customer satisfaction score. Ticket backlog dropped by 4 times. First response time improved to 2.5 hours from days or weeks.
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Zendesk helps Compass deliver high-touch customer service to over 26,000 real estate agents in 70 U. S. markets. Compass faced...the challenge of scaling support as it grew rapidly and added new agents. The company used Zendesk's AI and natural language processing to route tickets to the right specialists. This led to a 9% improvement in resolution rate, 98% CSAT, and a 65% one-touch resolution rate. Compass also centralized knowledge management to boost efficiency.
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Homeday used Zendesk and babelforce to improve customer service. They needed a flexible, easy-to-use platform to manage more calls and... a growing team. Integrating babelforce with Zendesk gave agents a real-time view of customer history. This made service more personal and efficient. Homeday set up their own IVR and tracked customer journeys without coding. The team made better decisions using data and improved the customer experience.
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Zendesk Suite with AI helped Qualia improve customer experience. Qualia replaced many point solutions, including Salesforce, with Zendesk. This change... led to a 91% increase in help center usage and a 75% reduction in first response times. Qualia also saw a 30% decrease in daily ticket volume and 20% cost savings. The switch made onboarding easier and improved operational efficiency.
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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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Zendesk for Contact Center helped The Good Meal Co modernize its cloud infrastructure and improve contact center operations. The company faced... high call volumes and limited self-service, causing bottlenecks and manual work. Zendesk's AI-powered CCaaS unified digital and voice channels, making migration smooth in just five weeks. Agents now access customer history in real time, leading to better service and stronger relationships. Job satisfaction and performance improved, and managers use analytics to track key metrics.
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Zendesk helped Banc Sabadell launch a chat channel during the COVID-19 pandemic. The bank used Zendesk to let customers get... answers through FAQs and chat with agents. They set up the system in just six months. The chat channel handled 145,000 contacts monthly with 116 agents. Integration with an AI virtual assistant improved self-service and reduced pressure on phone support.
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Zendesk helped Opportunity Bank of Montana move from paper forms and shared mailboxes to an automated ticketing system. The bank used... Zendesk and Myndbend to improve internal service workflows. This change increased compliance and efficiency for 68 agents across multiple departments. Staff using Zendesk grew 6 times, and the bank now handles 2,000 tickets each month. Employees find it easier to get help, and accountability has improved across the bank.
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Zendesk AI agents helped enercity, a German green energy provider, automate 40% of its customer support. The company wanted to... clear ticket backlogs and give agents more time for complex queries. Zendesk's AI agent enabled fast automation of over 60 intents and a 54% AI resolution rate. Customers now get 24/7 support, and agents can focus on harder problems. enercity surpassed its target KPIs for automation and resolution rates.
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Zendesk helped AboitizPower, a major electricity distributor in the Philippines, fix problems with old systems and scattered data. After using Zendesk,... AboitizPower saw all customer interactions in one place and made work faster for employees. The company saved over 300 hours each month by automating tasks. Now, 85% of customer questions get answered within 12 hours. Agents respond in about 2 hours on average. Zendesk reporting helps AboitizPower keep strict service standards and improve customer care.
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Zendesk Suite with AI helped DuPage County modernize employee and constituent support. The IT service desk now responds to employees... 95% faster, cutting resolution time from days to under 5 hours. First reply time dropped to just over an hour. Email volume fell by 74%. The team achieved a 99.6% CSAT score. Zendesk automation and AI features improved ticket handling and efficiency.
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Zendesk helped Manatee County Tax Collector's Office improve efficiency by streamlining ticket management and boosting self-service with an external knowledge base. The office now... manages 3,000 tickets each month and serves 50,000+ monthly visitors to its online help center. Public information access increased by 400%. Employees use Zendesk to track requests, automate reminders, and access real-time guides. The team reports less stress and faster service for residents.
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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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Dunlop Sports improved its customer service by switching from a traditional call center to an omnichannel experience using Zendesk. This change allowed... them to centralize support, improve data reporting, and enhance workflows. As a result, they achieved SLA adherence and CSAT scores above 95%. The company also saw a 96% decrease in abandonment rate and an 89% faster answer time. Zendesk's tools helped them manage higher ticket volumes and improve service quality.
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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 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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Jabra used Zendesk and Amazon Connect to improve its global voice support. The company wanted a customizable solution with call-back... and multi-language support. The new platform replaced an old XML-based, on-prem system that required outsourcing. Jabra now handles 30,000 monthly tickets with 183 agents in 7 languages. The change led to a 16.7 percent-point increase in positive sentiment for calls.
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ZeroFox, a cybersecurity firm, faced a 30% annual increase in customer service tickets due to growth and acquisitions. They turned to... Zendesk Suite to manage this growth with improved technology and agent efficiency. With Zendesk, ZeroFox maintained a first reply time under 1 hour and a first resolution time of 3 to 4 hours. The integration of multiple teams and centralized data helped provide seamless customer support, even during high-pressure scenarios like security breaches.
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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 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 Orica give global customers faster access to expert help. Orica used Zendesk to build a help desk and... ticketing system. The new system increased self-service by 350% and help desk views by 230%. Customers now get instant support and can solve many queries themselves. Zendesk lets Orica route tickets to the right experts fast. Orica staff and customers both benefit from up-to-date information and better support.
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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 AI helped WeRoad improve customer service with AI agents and automation. WeRoad used Zendesk to centralize support channels like... WhatsApp, email, and social media. AI agents now solve 30% of tickets, with a 0-minute first response time. Customer satisfaction reached 93%. AI agent conversions increased by 20% year over year. WeRoad now delivers fast, scalable, and personalized support.
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Zendesk QA helped CityGo improve its car-sharing customer service. CityGo used Zendesk QA to focus on internal quality scores instead... of just customer satisfaction. The team replaced manual spreadsheets with Zendesk QA, saving time and letting everyone join in quality checks. CityGo achieved internal quality scores between 90% and 96%. The tool helped the team spot and fix problems early, train staff, and support company growth.
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Zendesk AI helped TeleClinic handle a 500% increase in support requests during the pandemic. TeleClinic used Zendesk's AI-powered automation to... support both doctors and patients, ensuring GDPR compliance. Automation reduced workload by 18.9 hours per ticket and saved over €100,000 in 2023. Chat automation rate reached 37%, and agent NPS stayed at 8.5 out of 10. TeleClinic now delivers faster, more secure support with stable agent workloads.
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