Real-World Case Studies and Customer Success Stories with Zendesk Sell

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 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 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 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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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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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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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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Zendesk helped Honeylove, a direct-to-consumer fashion brand, improve customer experience with data-driven support and SMS marketing. Honeylove used Zendesk Suite... to manage support across email, web, voice, SMS, and social media. The team achieved a 96% CSAT for SMS and 93% for email, with an average SMS response time of 16 minutes. Custom workflows and Klaviyo integration made support more efficient. Honeylove reduced return rates and increased customer retention by using customer data from Zendesk.
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Magazine Luiza used the Zendesk CX platform to improve customer service. They handle over 250,000 calls each month. Zendesk helped... them boost team productivity by 16%. Customer satisfaction rate went up by 25%. The asset island staff was reduced by 81%. Zendesk was implemented in just 45 days.
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Zendesk Suite Enterprise helped GlassesUSA. com improve customer experience and support. The company used Zendesk with AI agent and TalkDesk...to automate workflows and collect voice of the customer data. This led to 3X faster resolution times, a 95% SLA, and a 60% SLA improvement. Custom automations increased fulfilled orders and reduced labor costs. 24/7 live chat and robust integrations made support more efficient and improved customer satisfaction.
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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 Suite Team helped Utila Dive Center boost sales and improve customer service. The team used Zendesk messaging to connect... WhatsApp, Instagram, Facebook, and email in one place. They automated social channels with macros and improved response speed. Utila Dive Center saw a 25% increase in core product sales and a 75% increase in close rate. The platform made it easier to manage leads and reply to customers fast.
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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 helped Smiles scale its loyalty program by letting agents handle requests from chat, WhatsApp, and Facebook Messenger in one place. Smiles saw a... 10x increase in Messenger productivity and a 35% drop in call volume after adding chat. 79% of requests are now solved with self-service. During COVID-19, Zendesk let Smiles handle a month's worth of calls in a single day. Agents answer Messenger requests in under 20 minutes and use customer history to give fast, personal help.
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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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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 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 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 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 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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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 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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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 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 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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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 American Expediting digitize and automate customer service. The company moved away from manual processes and email. Zendesk Suite... Enterprise enabled 49% faster service and three times higher productivity. 150 customer service reps now handle 88,000 monthly tickets. The team reduced order time from 43 to 22 minutes. Zendesk's integration and knowledge base improved training and customer experience.
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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 and QA help Avianca improve customer experience. Avianca is Colombia's largest airline with over 19,000 employees. The Customer... Service and Contact Center Director says Zendesk QA is a game changer. AI agents and QA tools will change how Avianca talks to customers and manages operations. Avianca expects better service and smoother processes with Zendesk.
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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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Zendesk helped Khan Academy manage a huge spike in support requests during the COVID-19 pandemic. Online traffic grew by 2.5... times and support tickets surged, with a 1,200% increase in parent contacts and 750% more teacher contacts. Zendesk automations, ticket forms, and macros let the team triage and prioritize requests fast. Khan Academy kept a 92% CSAT even as response times doubled. The support team used Zendesk for tickets, internal insights, community, and help articles, scaling support without losing quality.
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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 Enterprise Suite helped Udacity handle a big increase in student support requests during 2020. Udacity used Zendesk to cut... first response time by 75% and improve resolution time by 28%. They saved $240,000 in headcount costs and raised CSAT to 88%. Omnichannel support and chat features let Udacity help students faster and better. Udacity did not need to grow their team to manage double the support volume.
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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 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 Avon modernize its employee service across 32 markets. Avon used Zendesk to streamline support for 5,000 employees, making... service faster and more personal. The People Services team improved efficiency and kept a human touch. Employee satisfaction reached 98.4%. Average resolution time dropped to just over 4 hours.
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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 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 Suite helped Cebuana Lhuillier connect support channels across 3,500 branches. The company automated workflows and integrated communication, making it... easier for agents to respond. They now resolve tickets in one hour instead of 24. Client satisfaction jumped from 40% to 95%. The team meets 90% of SLAs and offloads 6,000 tickets per month to Zendesk AI. They did not need to hire more staff.
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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 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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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 helped Medline Industries, L. P. manage customer service across 27 business units. Medline used Zendesk to handle over 800,000...tickets a year with 300 agents. The company saw a 52% increase in email productivity and a 5%-7% overall productivity boost. Medline added over $1 billion in revenue each year for five years. Zendesk is now mission critical for Medline's global operations.
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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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Zendesk helped thyssenkrupp Rasselstein GmbH digitize and automate customer service. The company moved all external communication from Outlook to Zendesk.... This made processes more transparent and efficient. Employees now handle 3,000 to 4,000 tickets each month with over 30 service staff. Average reply time is 8 hours and time per ticket is 42.34 hours. The new system supports better customer communication and easier work for employees.
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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 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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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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Zendesk helped the City of Seattle's Department of Construction and Inspections (SDCI) modernize its applicant support. SDCI moved from in-person... to online support using Zendesk, adding chat and video options. This change made it easier for customers to get help and improved efficiency. SDCI now has a 95% average customer satisfaction score and a first-touch response time of under 6 minutes. The team handles about 2,500 tickets each month and resolves most issues in less than an hour.
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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 Suite helped Spartan Race handle support during the pandemic and staff cuts. The company added messaging and bots to... improve customer service. This led to a 46% increase in self-service and a 40% rise in help center views. The team achieved a 78% one-touch resolution rate and a 90% CSAT score. Zendesk enabled Spartan Race to support 36,000+ monthly tickets with 75 agents.
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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 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 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 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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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 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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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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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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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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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 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 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 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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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 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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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 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 NHS Digital scale customer support for the NHS App during the COVID-19 pandemic. NHS Digital faced a surge... in app users from 800,000 to 29 million and a 20,000 percent increase in support inquiries. Zendesk and Route 101 implemented new tools in just four weeks, improving response times and integrating with existing systems. Monthly support tickets rose to 70,000, and app sign-ups increased by 3,250%. The new system saved staff time and improved customer satisfaction to 60%.
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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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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 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 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 Enterprise helped Element Electronics overhaul its customer service. The company saw its CSAT score rise by 110 percent... in the first year. Call handling times dropped by 33 percent, and chat handling times fell by 19 percent. Over 86 percent of customer contacts are now resolved in one touch. Element Electronics won several business awards for customer service after using Zendesk. The company now handles nearly 700,000 customer tickets a year.
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Zendesk helped PURE Insurance improve internal support and employee experience. PURE used Zendesk to manage IT support and streamline ticket... handling across 10 teams. Zendesk Assist professional services boosted their change management strategy. PURE now handles over 5,000 tickets monthly and achieved a 93.9% renewal rate. The platform enabled faster ticket routing, better collaboration, and higher satisfaction for employees and members.
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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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LATAM Airlines uses Zendesk to improve employee satisfaction and streamline internal support. Despite economic challenges, they achieved 90% employee satisfaction... and 80% AI agent accuracy. The HR team united a globally distributed workforce of over 30,000 employees. Zendesk helped reduce costs by using the same platform for both employees and customers.
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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 Suite Enterprise helped Workrise support over 15 internal and external teams during rapid growth. Workrise used Zendesk’s API and... built custom apps to create a tailored CX solution. The company saved $20,000 per quarter and 8 hours per week with these changes. Workrise improved onboarding, ticketing, and automation for both vendors and workers. The platform enabled fast setup, deep customization, and better support experiences.
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