Retail businesses & Zendesk CRM case studies

A strong community is the driver of retail success and by developing a good rapport with our clients and customers, we can inspire growth and innovation naturally


I could list hundreds of things that we’ve done with Zendesk which we could not have done without such a powerful tool.

Jude Kriwald

Operations Manager at Deliveroo at

I really like on Monday morning instead of spending two hours putting together various stats for a meeting, I can get up a bit later, press a couple of buttons, and Zendesk has done half of it for me.

Julian O’Hare

Customer Service Controller at Dreams at

83%

of retail business leaders agree that agents play a vital role in customer retention.

76%

of retail leaders agree that customer service is a critical business priority.

90%

of customers are willing to spend more for personalised experiences.

Zendesk Case studies

Scaling operations to meet changing needs

At Zendesk, we believe developing relationships is key. That’s why we work closely with our retail clients to bridge the gap between them and their customers through our highly recommended CRM and chatbots for the retail industry. A strong community is the driver of retail success and by developing a good rapport with our clients and customers, we can inspire growth and innovation naturally.

BlendJet and Zendesk

BlendJet’s team can respond to 30% more tickets

BlendJet uses AI to save 30% in productivity with Zendesk and TypeGenie. Using these two tools in conjunction means that BlendJet’s team can respond to 30% more tickets and bring down the time to get back to customers during busy periods.

The team at BlendJet use the ticketing solution tools of Zendesk to manage social media, emails and instant messaging. All the details of the customers and past messages are housed within an easy-to-use CRM system - one single hub for all communications. BlendJet also leans on Zendesk for advanced reporting, which in turn helps BlendJet monitor what type of communication and language works best for their customers.

Their KPI is straightforward: reply within one day (24hrs), quickly but well thought out and accurate. On average the customer service team can reply to more than 45k messages in a single month.

Tesco & Zendesk

Tesco’s global help desk team looked to Zendesk Support to handle 40,000 tickets every week. Despite the huge numbers, Tesco is able to keep track of everything using Support’s triggers and macros, which is displayed consistently across all the teams so everyone knows what to expect and how to handle each query.

Adam Bruce, Lead Product Manager for Tesco’s Service Desk sees Zendesk as a “cost-effective” solution that means they can be flexible and consistent: “Zendesk is very much our preferred strategic solution.”

Tesco picked Zendesk Guide for the internal knowledge management and self-service solution functions too. Help centre managers country-wide within the company can edit and contribute content. They’re also using Zendesk’s free Knowledge Capture app as a way of creating knowledge content from agents from within a ticket.

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