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

Hotjar used Zendesk to double its self-service score and cut ticket volume by 50%. The company saw 53% year-over-year growth... and needed a smarter customer support solution. Zendesk enabled Hotjar to build a powerful help center and set up complex workflows. This led to $80K+ in savings and improved customer experience. Integrations with tools like Salesforce, Jira, and Slack helped teams across the business.
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Zendesk helped Glofox boost its CSAT score to 91% and cut first response time to four hours. The support team... handled 53% more tickets without hiring more agents. Glofox used Zendesk triggers, automation, and analytics to streamline workflows and improve customer service. Integrations with Salesforce, Jira, and Chargebee made remote work easier. The platform enabled targeted self-service and informed product development. Glofox stayed agile and innovative during rapid industry changes.
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FullStory used Zendesk to improve its customer support. The team automated workflows and used data to cut ticket volume by... 25%. Agents saved 10 hours each week and SLA achievement rose from 80% to 98%. Integrations with Slack and Clubhouse made escalations faster. A new knowledge base helped customers solve problems on their own. FullStory now tracks support data in real time and keeps improving Zendesk every quarter.
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Equisoft used Zendesk Guide to centralize its help desk and improve client support. The company replaced a disjointed wiki system... with a single portal, making articles easy to find for agents and clients. Zendesk AI tools helped clients become more self-sufficient and reduced repetitive tickets. Agents now spend more time on complex requests and collaborate better across global teams. Real-time data from Zendesk Explore guides content creation and improves onboarding.
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ABBYY replaced its homegrown support tool with Zendesk to improve scalability and reporting. The company now handles over 8,000 support... tickets per month and supports customers in multiple languages. Zendesk's integration with Salesforce and development systems helps ABBYY track and resolve issues faster. Customer satisfaction and effort scores consistently exceed 90%. The cloud-based platform enabled a smooth transition to remote work during COVID-19.
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Zendesk helped 1-Stop Connections improve customer satisfaction by 12%. The company replaced legacy systems with Zendesk Support, Talk, Chat, Guide,... and Explore. This change made ticket management and workflow integration easier. CSAT scores rose from 83% to 93%. SLA adherence improved by 29%, and average case resolution time dropped from 24 hours to 4.5 hours. The support team doubled in size while increasing efficiency across support, marketing, finance, and sales.
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Zendesk helped cleverbridge achieve a 24% ticket deflection rate by enabling self-service with Zendesk Guide. The company reduced support costs... by 20–25% year-over-year while handling 10,000 tickets per week. Zendesk's easy-to-use interface and fast onboarding allowed 162 agents to ramp up quickly. cleverbridge improved SLA adherence to 99% and used integrations for better analytics and workflow management. The solution supported global operations and helped scale customer service without increasing staff at the same rate as business growth.
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Zendesk Support helped CDNetworks cut monthly service tickets from 4,500 to 2,500. The company unified its global support centers, replacing... multiple tools with Zendesk. CDNetworks now supports customers in four languages with 130 agents. Customer satisfaction rose to 95%. First-reply time dropped by nine hours compared to industry averages. The new escalation process improved compliance and service quality.
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CCI Systems used Zendesk Support and Guide to manage over 17,000 tickets each month. They decreased escalations by 15% and... achieved a 95% customer satisfaction score. Zendesk helped CCI integrate with partners and improve service-level agreement management. Agents gained better visibility into customer issues and faster resolution times. CCI also leveraged Zendesk’s API and marketplace apps for deeper insights and workflow automation.
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Box used Zendesk to replace a legacy support system and scale customer service. The team integrated Zendesk with APIs and... apps to streamline omnichannel support. After implementation, Box saw a 20% drop in first response time and a 20% CSAT increase. Premier customer satisfaction reached 97%. Box now handles up to 16,000 tickets monthly with faster response and improved agent efficiency.
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Zendesk helps Indigov improve data security and privacy for U. S. government clients. Indigov uses Zendesk's compliance features, like SOC...2 and FedRAMP, to meet strict government standards. The platform enables a 100% improvement in first response time and a 99% decrease in client response times. Indigov saves 66 hours of staff time weekly and handles 5.1 billion annual constituent messages. Zendesk's customizability lets Indigov focus on user experience and agility.
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Satrdé used Zendesk AI to improve customer service and reduce costs. The company implemented Zendesk to help agents make data-driven... decisions and automate responses. Zendesk AI agents lowered agent handling time and improved answer quality. Satrdé saw faster self-service and increased customer trust. The platform also helped agents achieve better work-life balance by reducing repetitive tasks.
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Sinch Engage unified its customer support on Zendesk, cutting first reply times by 79% and resolution times by 47%. The company nearly... doubled its automation rate and increased agent quality reviews by 41%. Zendesk AI Copilot helped agents work faster and improved training. Sinch Engage now supports 70,000 business customers across 12 brands using Zendesk. The shift to messaging and webforms boosted efficiency without hurting customer satisfaction.
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Orgadata used Zendesk Suite Enterprise and babelforce to connect global customer service teams. Before, agents worked with many disconnected tools,... making support slow and confusing. Now, automated ticketing and a unified system let agents see all customer info in one place. Calls and tickets are linked, so agents spend less time on manual work. Sound quality and system stability improved, helping agents focus on customers. Orgadata can now support users worldwide, 24/7, with clear data and better teamwork.
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Thirdfort switched from Salesforce, Intercom, and Aircall to Zendesk for customer support. The migration was smooth and unified all support... channels into one platform. Agents now have a 360-degree view of customers and improved efficiency. Thirdfort achieved a 20% increase in containment rate and 93% CSAT. The company reduced hiring needs while maintaining high service levels.
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Zendesk Support and Zendesk QA help Rentman keep customer satisfaction high, reaching up to 96% CSAT. Rentman uses Zendesk to... bring all customer interactions and quality reviews into one place. This lets support agents get targeted feedback and improve their work. The platform helps new and existing team members learn and grow. Rentman keeps response times fast, averaging 60–70 minutes, even as the company grows. Zendesk's dashboards give instant insights into team and agent performance.
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Zendesk AI helped Starshipit cut first reply time by 73% during peak periods. The platform automated ticket triage, sentiment analysis,... and auto-replies, reducing manual work for agents. Starshipit saw a 39% average decrease in first reply time and a 13% drop in ticket volume. SLA-achieved tickets increased by 27% at peak. Agents now focus on high-value tasks, while customers get faster, more accurate support.
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Zendesk Suite helped Propelus automate customer support. In three months, hybrid AI agents managed 44% more conversations per month than... human agents. Propelus saved 830 support hours in the first three months and 2,480 hours over seven months. First response times for chats dropped by 80%. The bot satisfaction rate reached 90%. Propelus created a new self-service manager role to optimize AI and human support.
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Zendesk helped Timely direct 40% of phone queries to its Help Center. Timely worked with SuccessCX to unlock more Zendesk... features. The team added self-service, new channels, and smarter ticket routing. Ticket volume dropped by 30% and phone calls by 50%. Query resolution time was cut in half. Customer satisfaction scores went up and agents reported 100% work-life balance satisfaction.
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Zendesk Suite helps Zendesk People & Places deliver 24/7 internal support to over 6,000 employees. The team manages 9,900 tickets... each month and achieves a 98% employee satisfaction score. Zendesk Suite streamlines communication, boosts self-service, and increases agent efficiency. Specialized teams and automation ensure quick, accurate support. The solution replaced siloed systems and created a single inbox for all employee requests.
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Syfe used Zendesk to manage customer queries across chat, calls, email, Facebook, and WhatsApp. The company needed to support a... growing user base and offer help on multiple channels. Zendesk let Syfe provide fast, 24/7 support and build trust with users. Agents could quickly resolve issues, even for sensitive financial transactions. Syfe scaled to 100,000 users in Singapore with Zendesk's help.
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Sezzle used Zendesk to handle rapid company growth and improve support for shoppers and merchants. They reduced first response time... by 95% and resolved 20% of tickets through self-service. Sezzle empowered top agents to design new workflows, making support more efficient. Zendesk helped Sezzle consolidate tools and save on staffing costs. The platform also improved collaboration between support and development teams.
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Rain switched from Kustomer to Zendesk to improve customer service. After the change, Rain saw a 92% reduction in first-reply... time and a 92% reduction in resolution time. Zendesk's user-friendly interface and fast onboarding helped Rain scale support as the business grew. Integrations with Jira and real-time data access made tech support faster and more efficient. Rain now resolves more tickets quickly and supports more users, boosting revenue and customer satisfaction.
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Zendesk helped PayNearby, India's largest branchless banking network, boost support efficiency by 30%. The fintech startup unified its support channels,... including WhatsApp, to serve 12,000 tickets per month. With Zendesk, PayNearby achieved 70% one-touch ticket resolution and reduced tech support time by up to 30%. The company also cut tickets for its cash collection product by 80%. PayNearby improved accountability, transparency, and resilience during the COVID-19 pandemic.
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Zendesk helped iCard handle 35,000 monthly support tickets twice as fast. iCard unified email and phone teams, tripled agent count,... and improved workflows. Zendesk enabled 24/7, multi-language support across 10 brands. Agents reply to tickets three times faster and productivity increased by 50%. Automated workflows and reporting improved customer service and product development.
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Genial Investimentos used Zendesk to handle a surge in customer service demand. The company integrated all support channels with Zendesk,... cutting call resolution time by 95%. Monthly ticket volume rose 183% and agents managed 70% more tickets. Chat usage tripled, and the help center grew to over 200 articles. Zendesk gave Genial a single view of customer data, boosting productivity and customer satisfaction.
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Zendesk helped GCash grow its user base from 20 to 60 million in five years. GCash used Zendesk to manage... 600,000 monthly support tickets across multiple channels. Response time dropped from 24 hours to 2 hours, and ticket resolution rose from 80% to 92%. Customer satisfaction increased by 15%, and NPS reached 79. Zendesk enabled GCash to support users and small businesses, especially during the pandemic.
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Zendesk helped 63 moons technologies limited centralize customer support and sales. The company reduced incoming customer queries by 30% and... achieved an 84% customer satisfaction score. Employees now track all customer interactions in one place and work efficiently, even remotely. Customers use self-service tools to find information and submit tickets. Zendesk's platform gives 63 moons a clear view of customer needs and team performance.
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Zendesk Support and Sell helped 63 moons technologies limited centralize customer support and sales. The company reduced incoming queries by... 30% and achieved an 84% average CSAT. Employees now track customer issues and team performance in one place. Customers self-serve and get more transparency. Zendesk dashboards let managers measure employee productivity and customer satisfaction.
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Zendesk helped Siemens Financial Services handle a 30% spike in support tickets during the pandemic. The team moved fully online... in 48 hours and improved collaboration. Average ticket resolution time dropped from 24 hours to just over 8 hours. First reply time stayed stable at 6–7 hours. Zendesk replaced spreadsheets and email, making customer service faster and more efficient.
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Zendesk WFM helped Rands, a Brazilian financial services company, boost agent productivity by 3. 2X. The team now handles 15,000...monthly tickets with 33% fewer agents. Manual scheduling tasks dropped, saving 35 hours per month. Real-time visibility and automated scheduling improved resource allocation. Agents gained access to performance metrics, increasing engagement and retention.
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Zendesk helped Thunes, a Singapore-based fintech, boost agent productivity by 35%. Agents now save 320 hours monthly and handle tickets... faster. Zendesk's automation and data dashboards cut first response time by 78% and resolution time by 22%. Thunes unified its customer care on Zendesk, integrating with Jira for real-time collaboration. Customers now get quicker, higher-quality service, driving loyalty and retention.
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Zendesk Suite Enterprise helped SB Finance cut social media ticket volume by 52% using an AI agent. Automated ticket routing... now saves each CX team leader 90 minutes daily. Agents can access all client concerns in one place, speeding up response times. Over 95% of social media tickets are answered within eight hours. SB Finance also reduced duplicate emails and improved reporting with centralized workflows.
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Zendesk helped Riley Cillian support over 500,000 daily users across five brands. The startup used Zendesk’s integration and localization tools... to centralize support for 50+ channels and 12 languages. Ticket replies within 24 hours rose from 80% to 93%. Unresolved tickets after a week dropped from 25% to 2%. Riley Cillian’s agents now work faster and deliver a better customer experience.
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GoFundMe uses Zendesk to deliver fast, responsive customer service. The team handles up to 50,000 tickets each month and maintains... a customer satisfaction rating over 90%. Zendesk Support, Guide, and Talk help GoFundMe provide 24/7 support in six languages. Automation tools and a strong self-service focus speed up first response times. GoFundMe's support team is tightly connected to product and engineering to quickly resolve issues.
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Fiverr used Zendesk Support to manage a surge in customer inquiries as its online marketplace grew. The platform helped Fiverr... streamline responses and maintain a personal touch for millions of users. Zendesk Support enabled the team to handle both external customer requests and internal team communications. Features like tagging, macros, and self-service options improved efficiency. Customers praised Fiverr for fast, real-person responses, enhancing user satisfaction.
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Discord used Zendesk to manage a surge in support traffic during COVID-19. The company saw a 2x increase in unique... help center visitors and a 70% rise in pageviews. Automation and AI-driven self-service helped users get answers fast. Agents focused on complex issues while routine queries were handled automatically. Discord kept customer experience strong even as usage tripled in some regions.
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Discord used Zendesk to handle a surge in support requests as its user base grew to over 300 million. By investing in... AI-driven self-service and automation, Discord achieved a 10% ticket deflection rate and resolved over 100,000 tickets with AI. The help center receives about a million hits each month, reducing the need for more support staff. Zendesk tools also help Discord collect and act on community feedback. This approach lets Discord scale support globally while keeping a personal touch.
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Zendesk helped Carsales handle 37,000 support tickets each month. The company switched from a siloed system to Zendesk's omnichannel platform.... Carsales achieved a 30:1 self-service ticket deflection ratio using Zendesk Guide. The team built seven help centers with over 700 articles. Analytics from Zendesk now drive product and service changes. Customer satisfaction and reporting improved with Zendesk's tools.
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Carousell used Zendesk to manage rapid growth and support 30,000 tickets a month. The Zendesk AI agent deflects 24% of... general inquiries in six languages, letting agents focus on complex issues. Carousell improved response times, with 77% of tickets answered within 24 hours. The help center gets over 1.1 million views monthly, helping users solve problems quickly. Automation and custom forms reduced manual work and tagging errors for the support team.
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Bukalapak used Zendesk to handle 400,000 support tickets each month. The company improved its customer satisfaction score by 15%, reaching... over 95%. Zendesk enabled Bukalapak to serve 300,000 customers monthly and add 11 new communication channels, including WhatsApp and Facebook Messenger. Nearly 500 employees now use Zendesk across departments. Bukalapak saw a 70% increase in customers served year-over-year.
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Zendesk helped BombBomb boost its customer satisfaction score from 93% to 97%. BombBomb used Zendesk Support, Guide, and Chat to... handle 6,000 monthly inquiries. The team created video responses and macros to make support more personal. Phone support made up 60-70% of their volume. These changes helped BombBomb build stronger customer relationships and improve retention.
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Automattic uses Zendesk Support to manage a decentralized team of 350 support agents. The company solves about 50,000 customer tickets... each month. Zendesk helps Automattic keep customer satisfaction scores between 85 and 95 percent. The platform supports onboarding, workflow management, and peer review for remote teams. Automattic relies on Zendesk to deliver consistent, high-quality customer service worldwide.
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Zendesk messaging helped Photobucket deliver 24/7 support to over 70 million members. The AI agent answers 94% of common questions... instantly and resolves 10% of conversations without agent help. Photobucket saw a 17% drop in first resolution time and a 3% rise in CSAT. Social media DMs are now converted into tickets for faster replies. Members get quick answers any time, day or night.
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Playtomic used Zendesk AI to automate 80% of refund requests and achieve a 75% B2C resolution rate. The company switched... from Intercom to Zendesk AI for better personalization and generative AI features. Zendesk AI now handles common queries in nine languages and integrates with Playtomic’s backend systems. Playtomic scaled support for 1.5 million monthly users, managing a 40% increase in conversations with only a 5% rise in agent headcount. Customer satisfaction with automated responses reached 77%.
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Studs used Zendesk to double its e-commerce business. The company kept average ticket response time under 10 minutes. Studs scaled... from two to ten locations without hiring more agents. Zendesk integrations and automations helped cut response time in half. Studs managed higher ticket volume and improved customer experience. The team used apps like Shopify, Slack, and Delighted with Zendesk.
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Staples Canada used Zendesk and MaestroQA to improve customer service. The company wanted agents to build strong relationships, not just... handle transactions. After switching from a legacy system, Staples Canada saw a 3X increase in agent happiness and a 15% rise in customer satisfaction. Zendesk made ticketing and reporting easier, while MaestroQA helped with quality assurance and coaching. The team now audits more tickets and uses analytics to improve service. Customer satisfaction scores rose to 86%, and NPS climbed to the upper 60s.
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Zendesk helped Skroutz manage a 10X increase in support ticket volume during a 25X spike in business. Skroutz replaced its... in-house system with Zendesk to improve agent efficiency and customer satisfaction. Zendesk's analytics and automation reduced average first response time from over 82 hours to 2.7 hours. Now, 91% of tickets meet first reply SLA, up from 5%. Skroutz also onboarded 50+ BPO agents and built a dynamic help center for both consumers and merchants.
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Plix used Zendesk to manage a 10x increase in customer tickets while improving its CSAT score from 50% to 75%. The company centralized... email and social media support, giving customers quick access to information and empowering agents with better insights. Plix reduced first response time from 29 to 4 minutes and increased NPS from 18 to 55. The team now resolves all tickets and uses Zendesk data to improve products and internal processes. Zendesk helped Plix scale customer support as demand for plant-based nutrition grew rapidly.
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Zendesk helped Lush, a UK-based cosmetics retailer, achieve a 369% ROI with a payback period of less than a year. Lush needed a... modern customer experience solution to monitor and analyze customer inquiries. After switching to Zendesk, agent productivity increased by 17%. Manager productivity improved by 30%. Zendesk enabled Lush to maximize customer service resources and deliver better support.
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Zendesk Support helped The Cotton On Group manage customer service for 7 brands and a foundation. The company unified support... across 1,700 stores in 20 countries. Multibrand gave them a single view of customer service and improved workflow with automations. They now handle over 15,000 tickets per month and maintain an 87% average CSAT. Managers can quickly spot issues and respond faster across all channels.
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Zendesk helped Plix manage a 10x increase in support tickets while boosting CSAT from 50% to 75%. Plix centralized email... and social media tickets, using Zendesk's omnichannel support and integrations. The team gained insights into customer concerns and improved internal processes. Plix saw a 25% increase in CSAT, a 3x rise in NPS, and a 7x drop in first response time. Zendesk enabled better customer experience and product improvements.
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Zendesk and Forethought integrations helped Spoonflower boost customer support. The team achieved a 93% CSAT and a 45% ticket deflection... rate. Chat conversion rates are nine times higher than standard site rates. Spoonflower uses Zendesk Suite Enterprise for chat, email, voice, SMS, and social channels. Automated ticketing and a robust help center improved efficiency and self-service.
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Ratioparts used Zendesk and babelforce to fix their slow, unreliable phone system. They automated ticketing and improved call handling, helping... agents manage 500-800 daily tickets during peak season. The new system let them shift from mostly inbound to more outbound calls, raising daily outbound revenue to over €25,000. Agents now spend less time on manual tasks and more on valuable work. Customers get faster, more reliable service, and the team tracks call abandonment rates closely.
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ShearComfort used Zendesk Suite and Copilot to unify customer service channels and automate ticket workflows. AI-powered automations cut ticket triage... time by 84% and reduced first-reply times by 32%. The team now assigns 80% of tickets automatically, freeing agents to focus on complex issues. Generative AI tools like call summaries and tone shift help agents respond faster and more accurately. ShearComfort plans to expand automation and add AI agents for common queries.
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Play Games24x7 uses Zendesk to manage high volumes of customer inquiries for its gaming apps. During peak cricket season, they... handle up to 600,000 emails in two months. Zendesk automations and triggers help resolve 95% of tickets within three hours. The customizable dashboard gives agents a single view of customer history, improving proactive support. Data from Zendesk powers insight-driven marketing and reduces average resolution times by 68%.
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Zendesk helped Big Fish Games cut customer wait times by 16%. The support team increased ticket deflection by 40% using... self-service and automation. Agent productivity rose by 5.15% after switching to Zendesk. The team now supports 29 brands and offers in-app help in four languages. Zendesk's analytics and integrations improved SLA tracking and response speed.
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Zendesk helped KRAFTON automate support for 1 million annual inquiries. The gaming company used Zendesk to manage tickets in 13... languages and across multiple brands. Automation, macros, and Answer Bot cut agent costs by 15% and reduced ticket processing time by 18%. KRAFTON improved operational efficiency, data visibility, and customer satisfaction. Zendesk's reporting and analytics gave the team better business insights.
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Zendesk helps Play Games24x7 manage over 100,000 customer tickets each month. During cricket season, ticket volume spikes to 600,000 in... two months. Zendesk automations and triggers cut resolution time by 68%. Now, 95% of tickets are resolved within six hours. The customizable dashboard gives agents a single view of all customer touchpoints, improving response speed and customer satisfaction.
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Swiss Casinos used Zendesk AI to automate up to 50% of chat inquiries. The company boosted customer experience agent efficiency... by 30%. CSAT scores increased from 4.0 to 4.5 out of 5. Zendesk AI helped keep first-response and resolution times steady during peak seasons. Agents used AI writing tools to improve response quality and multilingual support. Swiss Casinos managed 30% business growth without adding support staff.
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Zendesk AI agents helped SeatGeek double AI satisfaction and boost automated resolutions by 6% in just four months. SeatGeek used Zendesk... to answer common ticketing questions and reduce support escalations during peak events. Over half of support conversations were resolved by AI, freeing up agents for complex issues. The zero-training model let SeatGeek quickly launch and personalize support. Customers got faster answers, and agents saved time with pre-filled ticket info.
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Zendesk AI helped Superbet cut first response times by 74%. Over 35% of customer requests are now fully automated. The... AI agent, iRina, supports Romanian at native fluency and provides 24/7 multilingual service. Superbet resolved chats 63% faster when both AI and human agents worked together. The solution enabled Superbet to scale support across 12 countries without hiring more staff.
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SoundCloud used Zendesk to improve customer support and community engagement. The team implemented Zendesk AI and automation to handle a... wide range of support queries. They saw a 42% improvement in CSAT after using Zendesk. The AI features helped reduce repetitive tasks and gave agents more time for complex work. SoundCloud now focuses on quality support and better reporting with Zendesk tools.
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Illinois Court Help used Zendesk to launch a statewide support program for court users. In the first six months, they... helped 3,360 people and managed over 5,400 Zendesk tickets and 7,800 phone calls. Zendesk enabled phone, text, and email support, improving accessibility for over two million people. The team used macros and an internal knowledge base to ensure consistent, accurate responses. Zendesk helped court guides track all user communications and reduce user frustration.
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Zendesk Support helped the FCC save 85% in costs by replacing a 15-year-old legacy system. The FCC retired 18 outdated... complaint forms and reduced carrier response time from 10 days to minutes. The new SaaS solution enabled real-time complaint tracking and faster service for citizens. The FCC now handles 1,500–2,000 complaints daily with 75 agents. Implementation took just six months, marking a major step in government digital modernization.
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Zendesk helped the City of Saint Paul centralize constituent services across 17 departments. Before Zendesk, residents faced 350-400 separate contact... points, making access difficult. With Zendesk, the city achieved a 90% resolution rate and processed 800 tickets in the first month. The platform gave teams new data and insight into citizen needs. Consistency and transparency in government support improved for over 300,000 residents.
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Zendesk Support helped the City of Hampton improve internal engagement and customer service for staff and developers. The city needed... a better way to track IT requests and involve internal clients in ticket resolution. After switching from a traditional help desk, staff could easily submit, comment on, and track support tickets. The new workflow made it simple to monitor progress and keep everyone informed. Zendesk Support streamlined support for the city’s tax assessment and collection software.
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Zendesk helped Calvert County build a COVID-19 vaccine registration system in just five days. The county registered over 31,000 people,... covering 34% of its population. Zendesk reduced daily vaccine-related calls from 3,000 to 400. The platform improved communication across 13 departments and centralized constituent interactions. Calvert County now saves on staffing costs and keeps agents from burning out.
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Zendesk helped the Portland Bureau of Transportation boost productivity by 35%. The bureau improved case visibility by 95% using Zendesk's... custom request statuses. Automated workflows and forms reduced manual errors and saved staff time. Partners now track requests easily and use a centralized knowledge base. The team migrated all processes to Zendesk within a year, streamlining employee service.
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Four Winds Casinos used Zendesk to manage a surge in support tickets after launching online gaming. The casino unified support... for both online and physical locations, cutting ticket resolution time to 24 hours. Zendesk's automations and macros reduced repetitive tasks for IT and guest service teams. The support team quadrupled in size within a year of adoption. Leadership used Zendesk analytics to optimize staffing and improve guest satisfaction.
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Zendesk helped Sentral cut first reply times by 82%. Sentral used Zendesk APIs and customizations to connect all support channels.... The team managed guest and resident requests from SMS, email, and chat in one place. Zendesk reporting gave Sentral better data on customers. Sentral also reduced resolution time by 58%. Integrations with booking platforms made support faster and more seamless.
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Zendesk AI helps TravelPerk improve customer experience for business travel. TravelPerk uses Zendesk messaging to support travelers and customize trips.... The company saw 65 percent year-over-year growth in 2023. Zendesk AI powers new ways to help customers. TravelPerk builds AI-powered products for better service.
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amaysim uses Zendesk to deliver omnichannel customer support. The company achieved a 96% CSAT and 100% SLA adherence. Zendesk enabled... amaysim to scale support for over 1.1 million customers. The team handles more than 1,000 tickets per month using email, voice, and live chat. Fast onboarding and easy agent training were possible with Zendesk Guide. amaysim quickly launched new verticals and improved reporting with Zendesk.
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Zendesk AI helped Phonero automate 59% of chat support and 30% of email support in six months. The company launched... AI agents to handle repetitive queries, quickly reaching its ROI benchmark. Chat volume rose from 17,000 to 50,000 annually, with 24/7 support now available. Agents save time as AI resolves common issues and verifies permissions via API. Phonero continues to expand automation, improving customer experience and cutting costs.
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Zendesk Sell helped Tucows cut Ting customer onboarding time from 40 days to 21 days. The company saw a 4x... increase in customer appointments. Tucows replaced manual spreadsheets with a single platform. Agents now track onboarding from start to finish in one place. Training agents on Zendesk is fast and simple. Customer service quality stayed high even during rapid growth.
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Zendesk helped Grapevine Colleyville ISD manage 8,500 support tickets per month for 15,000 students and 2,300 staff. The district replaced... a manual ticketing system with Zendesk Support and Guide, boosting efficiency and enabling omnichannel support. During the COVID-19 pandemic, Zendesk allowed the team to quickly shift to remote learning support and resolve most tickets within 4–6 hours. Self-service knowledge bases and skills-based routing improved response times for students, parents, and staff. Zendesk’s scheduling tool also aided contact tracing and in-person repair logistics.
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Zendesk helped Elkhart Community Schools more than double their ticket volume year over year. The IT team now resolves 3,000... tickets per month and maintains a 99.2% CSAT. Mobile capabilities and streamlined workflows let technicians focus on real work, not paperwork. Staff can submit tickets with photos, saving time and reducing travel. Zendesk reporting gives leaders data to justify staffing and spot recurring issues.
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Zendesk helped Beloit College's IT team replace an outdated ticketing system. Agents now resolve tickets in 2–3 hours, with 65%... handled in a single touch. The team tracks performance data and sets clear goals. Zendesk Guide enabled a knowledge base with 100+ articles, promoting self-service. Automations like skills-based routing and macros are planned to further boost efficiency.
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Polaris Adventures used Zendesk to handle rapid business growth. The team doubled business yearly and needed scalable customer support and... sales solutions. With Zendesk, agents now manage 30–40% more accounts and maintain a 30-minute average first-reply time. Zendesk's unified platform improved agent productivity and enabled fast onboarding. The solution also supports a B2C subscription model and proactive customer engagement.
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SMC Corporation used Zendesk to centralize customer support across nine countries in just four months. The company implemented support in... 10 languages, impacting 130,000 end-users. Zendesk helped SMC reduce agent headcount by one-fourth in Switzerland and improved time-to-cash with faster resolution times. Agents now manage all customer inquiries in one platform, saving time and reducing errors. SMC leverages Zendesk analytics and automation to refine workflows and improve global customer experience.
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Polaris Adventures used Zendesk to handle rapid business growth. The team doubled business yearly and needed scalable customer support and... sales solutions. Zendesk enabled agents to manage 30–40% more accounts and maintain a 30-minute average first-reply time. The platform unified customer data, improved collaboration, and sped up onboarding with an internal knowledge base. Automation and CRM integration helped Polaris Adventures deliver fast, responsive support and a seamless customer journey.
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Firstbase used Zendesk to automate customer onboarding and document management. The company created an automated notification system to keep customers... updated on their EIN status. This proactive communication reduced support emails by 10 percent and deflected 300 emails monthly. Founders now experience a smoother, faster onboarding process. Zendesk helped Firstbase deliver a concierge-like, personalized customer journey.
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Zendesk helped Azerbaijan Airlines manage a 72% spike in support requests. The airline unified its help desk channels and improved... agent collaboration. Zendesk enabled a single support environment for both AZAL and Buta Airways. Agents now resolve 43% of tickets in one touch and maintain a CSAT of 85.7%. First reply time dropped to 6 minutes, much faster than the industry average. Self-service articles get 9,500 unique views each month.
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Zendesk Assist helped ZEAL Network SE improve customer support. The company faced rising service requests and complex processes. Zendesk Assist... increased self-service rates by 50%. It reduced customer requests by 21%. Average processing time dropped from 61 to 36 hours. ZEAL saved 4,991 work hours and improved efficiency with automation and AI features.
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