Keep Calm and Support On
Calm's support team managed a COVID-19 related 33% increase in inquiries and a 50% increase in help center views using Zendesk Support and Guide—mainly from people asking about how to access more calm.
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.