Customer Stories

ACLU

ACLU’s CSAT rating rose to 90.5% with Zendesk Support

Evernote

Evernote saw a 17% reduction in ticket volume after configuring their help center

Tesco

Tesco’s global internal help desk team uses Zendesk Support to process more than 20,000 tickets each week

State of Tennessee

The State of Tennessee earned a 20% improvement in phone CSAT with the Zendesk omnichannel solution

GoFundMe

GoFundMe strives for uber-fast first response times

FINALCAD

FINALCAD supports 30 languages and earns a perfect score in SLA adherence

Lincoln Investment

Lincoln Investment replaced 18 individual help desks with Zendesk Support

Nexon

Nexon earned a 114% increase in their CSAT score with the Zendesk omnichannel solution

Carsales

Carsales has achieved a 30:1 self-service ticket deflection ratio with Zendesk Guide

RSi

Retail Solutions handles 30K tickets each month, earning a 99% satisfaction rating

Ola

Ola saw a 40% improvement in their CSAT score with the Zendesk omnichannel solution

Ebates

Ebates earned a 93% CSAT score with the Zendesk omnichannel solution

Starling Bank

Starling Bank chose Zendesk to offer omnichannel support

99designs

99designs replaced 3 systems with a Zendesk omnichannel solution

TeamSnap

TeamSnap earns a 95% CSAT with Zendesk Chat

Minor Hotels

Minor Hotels improved its resolution time by 55% with Zendesk

NYX Gaming

NYX Gaming offers omnichannel customer service with Zendesk

Peloton

Peloton offers members personalized support with Zendesk

Monese

Monese improved its FRT by 59% with a Zendesk solution

Weldbend

With Zendesk Support, Weldbend saw a 30% cost savings

TrackR

TrackR saw a 10.4% ticket deflection rate with Zendesk Guide’s Answer Bot

OneLogin

OneLogin earns a 99% CSAT rating with Zendesk Support

Lightspeed

Lightspeed earns a 93% CSAT rating with Zendesk Support and Guide

Tony Bianco

Footwear brand Tony Bianco provides customers with an omni-channel experience

Handy

Handy saved 60% on CX costs by switching to Zendesk products

NatureBox

NatureBox decreased phone volume 60% with Zendesk Chat

cleverbridge

cleverbridge saw a 24% ticket deflection rate with Zendesk Guide

BrowserStack

BrowserStack serves 36K customers and earns a 98% CSAT with Zendesk Support

SlicePay

Zendesk Support allows SlicePay to easily serve over 150K customers with a team of five

PAS Group

The PAS Group attributes a 39% increase in online sales partly to live chat and their excellent customer service

Instacart

Using Zendesk Support, Instacart handles over 175K tickets per month, achieving a 90% satisfaction rating

Harry’s

Harry's scaled their customer service and saved time using Zendesk Support

Spartan Race

Spartan Race dramatically cut their response times with Zendesk Support

Datto

Datto partners with Zendesk to create intelligent support solutions

Prosper

Prosper saw their overall CSAT increase by 16 points with Zendesk Chat

Udemy

Udemy earns 97% customer satisfaction rating from the 14M students they support

Rovio

Learn how Rovio provides seamless in-game customer service with the Zendesk mobile SDK

Play Telecom

Play Telecom loves Zendesk Support's ease of use

PaperCut

PaperCut loves Zendesk Support’s ease of use and sophisticated reporting

Upwork

Upwork has 90% self-service adoption rate with Zendesk Guide

Fairfax Media

With Zendesk Support, Fairfax media reduced cost by 25%

Agoda

Zendesk Support enables Agoda to be agile and connected around the globe

TAFE NSW

TAFE NSW empowers their students with great self-service through Zendesk Guide

Deliveroo

Deliveroo uses Zendesk Support to serve three distinct customer groups

GO-JEK

GO-JEK improved their first response time by 69% after implementing Zendesk Support

Dreams

Dreams uses Zendesk Support's analytics and CSAT ratings to provide better customer support

Serato

Zendesk Support allows Serato to be agile and scale their support

O2 Arena

The O2 Arena uses Zendesk Support, Chat, and Guide to help tens of thousands of concert-goers

Surrey County Council

Surrey County provides citizens with seamless, proactive, multichannel support

GHD

GHD scaled and optimized their customer service with Zendesk Support

Movile

Movile adopted Zendesk Support to scale their customer service

Easy Taxi

Easy Taxi uses Zendesk to build relationships with their drivers

Connective

The support team at Connective achieves a 99% CSAT rating and has seen live chat become their most popular channel

Foodpanda

Foodpanda sees the highest satisfaction ratings from live chat—which they provide online and embedded in their app

USC Annenberg

The TechOps team at USC Annenberg School for Communication and Journalism maintains a CSAT of 98%

Skyscanner

With Guide, Skyscanner saw an 18 percentage point increase in CSAT and a 76% drop in first response time (FRT)

Slack

Slack chose Zendesk Support as a tool they could scale with, and saw a 74% improvement in first response time after adoption

Acquia

Acquia saw improvements in CSAT, SLA adherence, and agent productivity with Zendesk Support

John Lewis Partnership

The John Lewis Partnership supports over 70,000 employees with Zendesk Support

Coursera

Coursera recognized Zendesk Support as a system they could grow with

Xero

Xero makes the numbers add up for ITSM

Medidata

Zendesk Support replaced 6 systems at Medidata

Trustpilot

Trustpilot’s use of Zendesk products has helped it increase overall CSAT by 20 percent

Tango

By combining Zendesk Support and Upwork, Tango saved as much as 70% on support costs and reduced FRT by 67%

UGG®/Deckers Brands

UGG® and Deckers Brands built the framework for their "Click and Collect" use case literally overnight

Harris Farm Markets

See how Harris Farm Markets uses Zendesk Support to listen honestly and respond to its customers

InVision

InVision chose Zendesk Support because of its extensibility and built-in integrations

Fiverr

See how Fiverr uses Zendesk Support to serve its thriving marketplace

Animoto

See how Animoto leveraged light agents and a knowledge base to scale support

Box

Learn how Box has scaled with Zendesk Support to offer full multichannel service

Groupon

Groupon chose Zendesk Support to help scale support for their massive international business

FCC

Zendesk Support replaced 18 outdated complaint forms

BaubleBar

BaubleBar chose Zendesk Support for its integration with Magento

Lazada Group

With Zendesk Support, Lazada Group saw a 31% increase in customer satisfaction

Le Tote

The Embeddables web widget reduced Le Tote's live chat volume by 60%

Ohio Wesleyan University

OWU chose Zendesk Support for its affordability and efficiency

NSW Government Licensing Service

The team uses the Support mobile app to manage tickets remotely

City of Hampton

The City of Hampton uses Zendesk Support to Increase internal engagement

JustGiving

Supporting the world's largest online fundraising community with Zendesk Support

charity: water

Using Zendesk Guide to redefine the user experience

Nottingham Trent University

Mobile apps and forums lead to 96% satisfaction with Zendesk Support

Miinto

Miinto reduced phone calls by 40% using Zendesk Chat

Swiftkey

Swiftkey uses the Mobile SDK to power in-app support for a 300m device install base

JibJab

JibJab uses Zendesk Support and ModSquad to meet SLAs even with a 10x volume increase

Prezi

Prezi loves Zendesk Support's simplicity and flexible framework

Scribd

Automatic routing in Zendesk Support eliminated hours of work

OpenTable

OpenTable revamped their internal support with Zendesk Support

The Royal Children’s Hospital

Zendesk Support helps make support more collaborative and effective

Twilio

Zendesk Support helps Twilio keep things simple for their customers

UCLA Department of Psychology

Zendesk Support helps a small team serve a large user base

VanMeijel

Learn how VanMeijel decreased response time despite an increase in tickets

Xerox

Xerox uses triggers and groups to support their workflow

Zuora

Learn how Zuora's beating the industry benchmark with their multichannel support

Zoosk

Zendesk Support empowered Zoosk's agents and doubled their productivity

Forever New

First response time to 250 stores improved by 73%

Wintec

Wintec drives 97% customer satisfaction across multiple departments

University of Lincoln

Learn what the university's focus group thought of Zendesk Support

REA Group

Learn how REA Group centralized support across 10 countries

Lonely Planet

Lonely Planet can now easily access all user-generated content in one place

L’Oréal

L'Oréal Deutschland monitors trends across the business using Zendesk Support

Vodafone

Vodafone reduced ticket volume from 15k employees by 70% with Zendesk Support

Trivago

Trivago provides multilingual support for 20 million website visitors

LJ Hooker

With Zendesk Support, LJ Hooker earns a 99% satisfaction rating

Adslot

Zendesk Talk helps Adslot maintain 95% customer satisfaction

The Cotton On Group

The Cotton On Group leverages Multibrand to support 8 brands on Zendesk Support

AllSaints

AllSaints saw a 14-point NPS increase over 12 months

Edmunds.com

Edmunds Live Help relies on Zendesk Chat for 50% of their volume

Sure

Sure relies on Zendesk's mobile apps for seamless support

Rapha

Learn how Rapha provides great service through social support

MADE.COM

MADE.COM offers multichannel support through Zendesk Support

Walker & Company

Using NPS to engage with customers has resulted in a 98% CSAT rating

Aurora Fashions

Aurora Fashions supports multiple brands and delivers an omnichannel experience

UncommonGoods

UncommonGoods reduced their email volume by 72% with Zendesk Support

The Wharton School

Zendesk Support's iPad app allows Wharton Computing's team to answer tickets on the go

Tourico Holidays

Tourico Holidays saw a 600% improvement in efficiency

Expedia

Expedia Affiliate Network improved onboarding new affiliates by 60%

Republic Wireless

Republic Wireless saw a 90% improvement in time to first contact

UTi

UTi's HR team utilizes custom analytics in Zendesk Support to earn a 98% satisfaction rating

AdRoll

AdRoll cut their first reply times in half with Zendesk Support

Foursquare

Foursquare leverages self-service to serve more customers, faster

WePay

Support insights allow WePay to provide fast service and raise satisfaction

Redfin

A dedicated team now handles 94% of all requests

MOO

Agent satisfaction doubled with adoption of Zendesk Support

ModCloth

ModCloth measured a 20% increase in agent productivity with Zendesk Support