Increase in inquiries
Increase in help center views
An Apple “App of the Year” with 80 million downloads, Calm met COVID-19’s impact on mental health by playing to its strengths: it quickly assembled and promptly shared a collection of free wellness resources, including mindfulness classes, meditations, and visualisations. Its support team uses Zendesk Support and Guide to manage a 33% increase in inquiries and a 50% increase in help center views, mainly from people asking about how to access more calm. Despite rising volume, agents are fleet with their replies, earning the team a CSAT improvement. By making valuable content and nimble support readily available, Calm is helping people around the world live happier, healthier lives.