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

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 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 ea...sily. Four Seasons focuses on high standards and personal care. Zendesk supports their goal to give guests a comfortable experience.
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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 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 mont...hs. 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 3...5% 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 eig...ht 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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Four Seasons Hotels and Resorts uses Zendesk's conversational messaging to improve guest experiences. The company, founded in 1961, is based in Toronto, Canada, and operates in 47 countries with over... 43,000 staff. The Chief Information Officer, Marco Trecroce, shares how Zendesk helps provide seamless guest interactions.
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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 custom...ers. 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 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 KRAFTON automate customer support for its global gaming brands. KRAFTON used Zendesk to manage 1 million annual inquiries in 13 languages with over 30 agents. Automation and Answer Bot... reduced ticket processing time by 18% and agent costs by 15%. The company also saw a 28% drop in inquiries handled by agents. Zendesk improved data visibility and made it easier to support new brands.
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Zendesk helps Play Games24x7 manage high volumes of customer inquiries for its gaming apps. The company uses Zendesk's customizable dashboard to view all customer touchpoints in one place. Automation...s and triggers reduce response times, with 95% of tickets resolved within six hours. Play Games24x7 handles over 100,000 tickets per month and saw a 68% reduction in resolution time. The solution enables proactive, data-driven customer service during peak seasons.
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Zendesk helped Grubhub handle a 100% increase in support ticket volume during the COVID-19 pandemic. Grubhub used Zendesk to automate workflows, expand self-service, and support restaurants, diners, ...and drivers. The company achieved 88%–90% CSAT and a 53% increase in help center views. Zendesk enabled fast onboarding of new agents and improved cost per contact. Grubhub quickly adapted to remote work and changing customer needs with Zendesk's flexible tools.
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Zendesk helped Dutch Bros Coffee manage rising support ticket volumes as the company grew. The team used Zendesk metrics and reporting to track customer sentiment and trends. Zendesk's Knowledge Capt...ure 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 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 fas...ter 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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Indigov uses Zendesk to keep constituent data private and secure. The company built its CRM product on Zendesk, helping government clients connect with citizens. Zendesk’s built-in security and compl...iance features let Indigov meet strict government standards like FedRAMP. Indigov improved first response time by 100% and cut client response times by 99%. Staff save 66 hours each week, and the platform handles 5.1 billion annual messages.
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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 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 r...educed 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 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 u...nique 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 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, a...gents gained transparency into ticket lifecycles and urgent tasks. SweetHawk integration automated over 100 recurring tasks. Teams using Zendesk saw Net Promoter Scores rise to over 91 percent.
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Zendesk helped CoreLogic Australia unify chat, email, and phone into one platform. This made customer service faster and more consistent. Digital engagement rose from 0% to 63%. Customer calls droppe...d by 33%. First contact resolution reached 94%. Employee satisfaction with work tools increased by 67%. Revenue from inbound service channels grew by 2,400%. CSAT scores improved by 20% in two years.
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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 supp...ort 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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LATAM Airlines uses Zendesk to improve employee satisfaction and service. They achieved 90% employee satisfaction and 80% AI agent accuracy. The airline serves 62 million passengers and supports 30,0...00 employees globally. Zendesk helps streamline internal support and enhance employee 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.

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 t...ools 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 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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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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Liberty London uses Zendesk AI to improve customer service. They saw a 11% decrease in ticket resolution time and a 73% decrease in first reply time. Customer satisfaction increased by 9%. Zendesk he...lps them manage customer interactions across multiple channels. This includes phone, chat, email, and WhatsApp. AI helps classify and route tickets efficiently. This allows agents to focus on important tasks. Liberty London has been able to maintain high service levels even during busy periods.
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Zendesk helped Plix manage customer support as demand grew fast. Plix used Zendesk to centralize email and social media tickets and give users more information. The team tracked customer issues and i...mproved service with better data. Plix raised its CSAT score from 50% to 75%. The company saw a 25% increase in CSAT, a 3x increase in NPS, and a 7x decrease in first response time.
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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 dat...a. 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 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 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 chann...els 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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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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Universal Store, a fashion retailer in Australia, improved customer experience by centralizing support channels with Zendesk. They achieved faster response times and higher customer satisfaction with...out increasing team size. The company integrated various platforms, including Shopify, for a seamless omnichannel experience. They also used AI to automate responses and prioritize inquiries, enhancing efficiency.
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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 a...ccess 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 helps Liberty London deliver personal customer service. The retailer uses Zendesk to route support tickets to the right team fast. Liberty saw an 11% drop in ticket resolution time and a 7...3% drop in first reply time. Customer satisfaction went up by 9%. Zendesk also saved Liberty $21,461 a year in help center costs. The team now works more efficiently and can focus on important projects.
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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 r...eliance 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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Liberty London uses Zendesk AI to improve customer service. They saw a 11% decrease in ticket resolution time and a 73% decrease in first reply time. Annual help center savings reached $21,461. Custo...mer satisfaction increased by 9%. Zendesk AI helps classify and route tickets efficiently, enhancing personalized service.
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Zendesk and Forethought helped Spoonflower improve customer support. The company used AI agents and smart integrations to automate ticketing and boost self-service. Spoonflower achieved a 93% CSAT, 8...5% 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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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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Grove Collaborative uses Zendesk AI to boost operational efficiency. They serve over 1.2 million customers with more than 200 brands. AI Copilot helps automate tasks like intelligent triage. Messagin...g reduced chat volumes by over 80%. This improved customer service and efficiency.
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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 learning time increased by 150%. Zendesk automations, self-servi...ce, and community tools let the team handle a 1,200% increase in parent contacts and a 750% increase from teachers. The support team used ticket forms, macros, and integrations to triage and prioritize requests. Khan Academy kept a 92% CSAT and a 38:1 ratio of community views to support tickets.
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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 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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Khan Academy used Zendesk to handle a 2.5x increase in online traffic during COVID-19. They saw a 1,200% increase in parent contacts and a 750% increase in teacher contacts. Zendesk's automation help...ed prioritize support requests, maintaining a 92% CSAT. Khan Academy's support team used ticket forms and macros to manage the surge effectively.
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Beloit College's IT team improved service efficiency by implementing Zendesk, resulting in a 25% reduction in response times and enhanced user satisfaction.

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 contact...s 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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Zendesk helped Lovevery, a subscription-based toy retailer, manage rapid growth during the pandemic. Lovevery used Zendesk to launch omnichannel support with chat and email, improving response times ...and customer experience. The company saw a 10%-15% increase in agent productivity, 93% average CSAT, and 86% average one-touch tickets. Zendesk enabled Lovevery to scale its support team from 5 to 50 agents and handle 57,000 monthly tickets while driving subscription retention.
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Zendesk Suite helped MOO get a 360-degree view of its customers. MOO replaced its old phone system with Zendesk Voice and saved $222,000 each year. The company integrated Salesforce, Playvox, and Tru...stPilot for better efficiency. Agents now handle 20,000 tickets a month across phone, email, and chat. MOO achieved 95% CSAT, 81% one-touch tickets, and 20% chatbot deflection. Leadership uses Zendesk insights to drive companywide improvements.
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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 res...olution 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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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 vo...lume 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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Thrasio, a global consumer goods company, used Zendesk to improve customer service. They reduced full resolution time by 99% and first reply time by 97%. Thrasio integrated Zendesk with other tools, ...cutting their tech stack by 85%. They use data from customer interactions to create new sales opportunities.
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Zendesk helped Thrasio, a global consumer goods company, transform its customer experience. Thrasio relaunched Zendesk with strong integrations, cutting its tech stack by 85%. The company saw a 99% d...ecrease in full resolution time and a 97% drop in first reply time. Thrasio now uses Zendesk data to create customer profiles and drive new sales opportunities. The team also improved agent efficiency and customer satisfaction, reaching a 95% CSAT.
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Dunlop Sports improved customer service by using Zendesk for omnichannel support. They achieved SLA adherence of 95.8% and CSAT scores above 95%. The company saw a 12% increase in annual tickets, wit...h chat volume growing by 168%. Zendesk's reporting and integration capabilities helped streamline operations and improve efficiency.
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Zendesk and Forethought helped Spoonflower improve customer support. They automated ticketing and added a bot for self-service. This led to a 93% CSAT score and 45% ticket deflection. Chat conversion... rates are nine times higher than standard. Spoonflower now handles 22,000 support tickets each month more efficiently.
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CPM International uses Zendesk AI solutions to improve customer service for New Balance. They achieved a 30% decrease in average handle time and a 3% increase in CSAT. New Balance employs 170 full-ti...me agents and has seen growth in new markets. CPM has been a partner for 5 years, using Zendesk Suite and AI tools to enhance customer experience.
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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 eff...icient. 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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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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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 nin...e 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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Stanley Black and Decker used Zendesk to improve customer service. They launched Zendesk three weeks before Black Friday. This led to a 500% increase in sales and a 300% increase in agent efficiency.... They handle 10,000 tickets per month. The implementation took three weeks and included multilingual support.
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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 re...solutions and give agents better information. Auctane aims to create personalized customer journeys at scale. Zendesk supports Auctane’s digital transformation and growth plans. 79% of tickets are resolved in one touch, with a median first reply time of 1.16 hours.
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Zendesk AI helped 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% dr...op 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 prov...ide. Zendesk gave them a centralized support hub, improved reporting, and more CX features. Dunlop Sports achieved 95.8% SLA adherence, a 96% decrease in abandonment rate, and 95.3% CSAT. Annual ticket volume grew by double digits, and chat volume increased by 168%.
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Zendesk 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 automa...ted 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 helped 63 moons technologies limited centralize customer support and sales. The company gained a 360-degree view of the customer journey. Zendesk reduced incoming queries by 30 percent. Custo...mer satisfaction reached 84 percent. Employees now track tickets and work from home more easily. Customers can self-serve and find information faster.
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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 a...nd 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 helped Siemens Financial Services move to a paperless system and handle a 30% spike in support tickets during the pandemic. The team replaced email and spreadsheets with Zendesk Support, Guid...e, Sunshine, and Explore. They rolled out Zendesk across multiple departments. Ticket resolution time dropped from 24 hours to just over 8 hours. First reply time stayed steady at 6–7 hours, even with higher volume.
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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 27...5%. 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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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 3...4% 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 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, ma...king 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 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 s...ix 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 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% cus...tomer 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 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 unreliab...le 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 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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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 handl...e 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 deliver 24/7 global customer service across 30 countries. The company faced challenges like the pandemic and limited resources but scaled support o...perations 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 ZeroFox manage a 30% yearly increase in customer service tickets during rapid growth. The company used Zendesk to support 32,000 annual tickets with 300 agents worldwide. Zendesk... enabled near real-time support, integrated multiple teams, and improved agent efficiency. ZeroFox kept first reply times under 1 hour and first resolution times at 3-4 hours. 80% of tickets were resolved in one touch, supporting strong customer relationships and business growth.
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Zendesk 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 available 24/7. Ze...ndesk enabled near real-time support, secure data sharing, and integrated workflows across teams. ZeroFox maintained a first reply time under 1 hour and a first resolution time of 3-4 hours. 80% of tickets were resolved in one touch, improving customer experience and agent efficiency.
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ZeroFox, a cybersecurity firm, used Zendesk to manage a 30% annual increase in customer service tickets. They maintained a first reply time under 1 hour and a resolution time of 3-4 hours. The compan...y handled 32,000 tickets annually with 300 agents available 24/7. Zendesk helped integrate multiple teams and streamline workflows during ZeroFox's rapid growth.
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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 serv...ices 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 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 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 b...y 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 bo...ost 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 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 ticke...ts 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 with Zendesk. They streamlined ticket management and enhanced self-service. They also used analytics to optimize decision-making. The off...ice handles 3,000 tickets monthly and serves a population of 464,000. They saw a 400% increase in public info access.
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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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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 600,0...00 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 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 Vim...eo 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 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 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 effi...ciency. 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 Labs helped Match Group build a custom messaging integration for Match.com. Members wanted more personal, conversational support. The new solution lets 'date experts' give proactive coaching ...inside the app. This increased match success rates, improved brand perception, and boosted user retention. Match now resolves 85% of tickets in one touch.
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Zendesk Suite Enterprise helped 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 compa...ny 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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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% employ...ee satisfaction and 80% AI agent accuracy. The company also met a 48-hour SLA for HR requests. Zendesk enabled LATAM Airlines to lower total cost of ownership and deliver world-class service at scale.
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Zendesk helped 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 view...s 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 helped REA Group improve customer service and product innovation. REA Group unified communication channels and focused on self-service using Zendesk. The company cut average ticket resolution... time by over 90% in two years. Only one in eleven inquiries now needs human support. Staff engagement rose from 76% to 91%. Self-service usage tripled in three years, with a 40% increase in one year.
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