Skip to main content

Zendesk Startup CX Awards: Pair Eyewear

Finalist for Apps & Integrations category

Pair Eyewear

Company Headquarters

New York, New York

Number of Employees


Company founded



Decrease in email response time

< 15 secs

Phone pickup time




Chat self-serve rate

Pair Eyewear created an innovative approach to high-quality eyeglasses with magnetic frames that can be swapped out, allowing customers to build a personalized collection without needing to shop in store. The company strives to provide a personalized, white glove support experience across chat, email, voice, web, and social media, which is no small feat when handling an average volume of over 1,000 orders per day.

When Pair Eyewear started growing rapidly, the team needed a scalable CX solution with more reporting, automation, and integration capabilities. Adding Zendesk Suite to its toolbox provided an omnichannel routing system with optimal flexibility, allowing Pair to build its own best-of-breed tech stack and drive efficiency. Launching live chat with Ada allowed 75 percent of users to self-serve in chat, while merging RedRoute with Zendesk helped deflect 18 percent of calls with self-service and reduce agent response time to less than 15 seconds. The Shopify and integrations have empowered agents with better visibility and faster ticket routing, resulting in a 91 percent decrease in average email response time, from 48 hours to under 4 hours.

As ticket volume and complexity increased, Pair Eyewear found incremental value in using the app marketplace. From Lessonly to Storyhub and beyond, a long list of successful integrations have led to higher agent efficiency, stronger analytics, and better training. For example, quality assurance data was nonexistent before Pair linked Pathlight, MaestroQA, and the Stella Connect app to Zendesk. Now agents have access to customer feedback, coaching, and daily metrics based on performance, and Pair’s average QA score is 85 percent. With stronger analytics at their fingertips, team members have improved agent engagement and achieved a 96 percent CSAT score.

Zendesk for Startups

Apply to the Zendesk for Startups program to receive 6 months free access to Zendesk, a world class customer service solution that’s easy to implement, easy to use, and scales with business growth. Zendesk empowers startups to build a better customer experience by providing insights on products, tools to improve customer engagement, and a foundation for long-term success.

Learn More