Customer Case Studies

Ingersoll Rand

Ingersoll Rand + Zendesk: Powering distributors

YourParkingSpace

The growing importance of omnichannel

Withings

Improving customer relationship management without impacting costs

Swytch Bike + Numan

Delivering An Agile Omnichannel Experience, with Swytch Bike and Numan

BtcTurk

Zendesk helps BtcTurk scale while keeping CX a priority

Rain

Rain builds trust and efficiency with Zendesk

one.com

A decade-long journey sees one.com refine its offering with Zendesk

KFC UK

Zendesk helps create a better connected KFC to enhance CX

Blutv

BluTV uses Zendesk to help customers get back to action faster

Ozow

Ozow uses Zendesk to help grow CX and improve their bottom line

Photobox

Zendesk helps Photobox see the big picture by streamlining CX

Crosscard / Viabuy

Investing in Zendesk, Crosscard/VIABUY gains unprecedented value in just 10 months

enercity AG

Maximum flexibility and efficiency in customer service

ONE Nordic

ONE Nordic + Zendesk: Providing a seamless experience whilst scaling.

Arduino

Arduino & Zendesk: Improving customer support and services

inriver

Optimising its user experience using Zendesk has seen inriver’s stickiness scores soar

TrueLayer

TrueLayer is on a mission to power a new era of financial innovation

Salling Group

Salling Group achieves a "sky-high" customer satisfaction score with Zendesk

moey!

Zendesk + moey! Achieving a customer satisfaction rate of 80%

Wargaming

Wargaming conquers its KPIs with Zendesk

Mettle

The Future of Finance and CX with Mettle

Skinnydip & Cultbeauty

Retail Peak: Lessons learned and the road ahead with Skinnydip & Cult Beauty

Leroy Merlin

Leroy Merlin:
The switch to omnichannel

Blendjet

BlendJet uses AI to save 30% in productivity with Zendesk and TypeGenie

OCUS

OCUS: responding better and faster with the same team

Glofox

Glofox + Zendesk: How a data-driven approach to support paid off

NatureBox

NatureBox decreased phone volume 60% with Zendesk Chat

NHS Greater Glasgow and Clyde

NHS + Zendesk: Saving teams from spreadsheets with a modern procurement process

Starling Bank

Starling Bank + Zendesk: Scaling and adapting for 365/24/7, omnichannel support

Careem

Zendesk + Careem: One crisis and one Super opportunity lead to greater strength

Siemens

Siemens + Zendesk: Partnership grounded in a shared vision

Faberlic

Faberlic moves 10x faster by bringing support under one solution

Saretec

Saretec + Zendesk: Exceptional internal and external support experiences

Cheerz

Cheerz makes customers smile with the help of Zendesk

Gamesys Group

Gamesys Group Plc: Gaining a clearer view of the customer to enhance a safe and entertaining gaming experience

Nodes

Nodes: Laying the groundwork with Zendesk to scale as the company grows

Back Market

Back Market seizes the opportunity to optimise its customer service

Doodle

Thanks to Zendesk, Doodle Support is saving around a month’s work

N Brown

N Brown: The online fashion and homeware retailer uses digital communication to evolve in the ecommerce era

MOO

Agent satisfaction doubled with adoption of Zendesk Support

PromoFarma

PromoFarma: how to demonstrate your obsession for the customer by using the right technology

Paystack and Leroy Merlin

How Paystack and Leroy Merlin are changing Customer Experience in Africa

Decathlon

Decathlon: how to give the customer experience a workout that gets everyone smiling

Devialet

Devialet offers a high-quality, tailored customer journey thanks to Zendesk’s solutions and integrations

musicMagpie

Using Zendesk, musicMagpie has reached an average first response time for customers of just 3 hours.

Education Skills Funding Agency

ESFA: Providing rapid responses with an increased need for better interaction

Impossible Foods

Impossible Foods + Zendesk: Data-led customer support

Thinkific

Thinkific + Zendesk: Support worth switching for

Nordea

Zendesk has helped Nordea create an award-winning developer experience

Daniel Wellington

Daniel Wellington seamlessly scales customer service worldwide with Zendesk

Deckers Brands

UGG®/Deckers Brands + Zendesk: Transforming customer service literally overnight

Viaplay

Viaplay’s omnichannel strategy is designed for customer happiness

Wise

Wise: Strengthening customer communication with Zendesk

GitHub

GitHub + Zendesk: Building a unified support platform

Renson

Renson achieves an impressive CSAT score of 96% with Zendesk

Baleària

Baleària + Zendesk: Serving passengers safely with seamless messaging

Birchbox

Birchbox + Zendesk: Breaking the mold in beauty and customer service

CCP Games

Creating a seamless gaming experience through self-service and personalisation

360Learning

Streamlining the customer’s experience and refining its product strategy thanks to data analysis

Nickel

How Nickel uses the Zendesk platform to achieve an NPS greater than 50

Dott

Helping drive
e-commerce growth in Portugal through customer excellence

Kamal Osman Jamjoom Group

Transforming customer experience and ecommerce for a leading retail group in the Middle East

JetBrains

JetBrains develops custom support for its developer community

oBilet

Disrupting Turkey’s travel ecommerce market with rapid business growth and multichannel customer service

Automattic

Automattic manages its virtual global support organization with Zendesk

Printful

Printful switches to Zendesk for better reporting, reliability, and innovation

Rovio

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

HiPay

How HiPay boosted its customer satisfaction by more than 15 percentage points and eliminated its backlog thanks to Zendesk’s analytics tools

AllSaints

AllSaints saw a 14-point NPS® increase over 12 months

Dollar Shave Club

Dollar Shave Club shaves down service costs with Answer Bot

GoCardless

Building award-winning customer support operations with self-service and automation

TravelPerk

How TravelPerk offers 7-star business travel support with Zendesk

TV2

Self-service helps TV2 improve CSAT and turn customer service into a profit centre

Azimo

Azimo + Zendesk: Delivering priceless customer service

SnapFulfil

SnapFulfil achieves 99.1% customer satisfaction with self-service and analytics from Zendesk

Modsy

Modsy + Zendesk: How switching from Kustomer to Zendesk gave new visibility and empowered service at scale

Chupi

How social messaging helped a support team make €1 million in sales

DPG Media

DPG Media keeps employees and audiences happy with Zendesk

Northmill Bank

Northmill Bank + Zendesk: omnichannel, personalised, scalable support

Nottingham Trent University

Nottingham Trent University + Zendesk: Support propels students to succeed

Bloom & Wild

Creating meaningful customer connections with Zendesk

iCard

Better service, better products: How Zendesk helps iCard grow its customer base

Swapfiets

Swapfiets continue massive growth whilst offering cyclists a seamless service experience

Dreams

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

AppsFlyer

Appsflyer is supporting global growth through self-service and localisation

Calm

Keep Calm and Support On

Vimeo

Vimeo’s self-sustaining support team redefines what’s possible with a CRM platform

Nubank

Nubank empowers the customer experience team to create “WoW” service

Olala Homes

Olala Homes leans on Zendesk to compete with vacation-rental giants

Foursquare

Foursquare leverages self-service to serve more customers, faster

Mediaocean

Returning to Zendesk increases client and agent satisfaction

Homebridge

Mortgage lending that brings customers home

Tesco

Tesco’s global help desk team uses Zendesk Support to process more than 40,000 tickets each week

Unleashed

Unleashed expands omnichannel support, brand by brand

Stanley Black and Decker

Stanley Black and Decker chooses Zendesk for omnichannel support

99designs

99designs replaced 3 systems with a Zendesk omnichannel solution

Monese

Monese improved its first reply time by 59% with Zendesk

OLX

OLX reduced global ticket volume by 40% with Zendesk

Le Tote

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

Trustpilot

Trustpilot + Zendesk: Self-service and live chat support rapid growth

Evernote

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

Deliveroo

Deliveroo uses Zendesk Support to serve three distinct customer groups

Uber

Uber chose Zendesk Support to scale its customer service

Shopify

Zendesk Support: Shopify's one-stop shop for helping customers

O2 Arena

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

MADE.COM

MADE.COM offers multichannel support through Zendesk Support

Airbnb

Airbnb's custom 360-view of the customer

Handy

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

Azerbaijan Airlines

Azerbaijan Airlines + Zendesk: Maintaining a 10 point lead in amazing customer service

Ideagen

Ideagen + Zendesk: Lowering complexity and building collaboration

Infinity

Infinity + Zendesk: Pampering film aficionados of Italy

Kreditech

Kreditech serves the underbanked with Zendesk

GHD

Zendesk + GHD: Great hair days call for great support

Junkyard Golf Club

Junkyard Golf Club + Zendesk: Live chat helped increase revenue 300% from support tickets

JustGiving

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

Veeva

Zendesk helps Veeva handle 35K tickets each month

Slack

Slack + Zendesk: A human approach to bringing people together, at scale

Reverb

Musicians serving musicians: how Reverb uses Zendesk to provide a proactive, personalised CX

Sendcloud

Delivering first-class support for European SMBs with Sendcloud

Squarespace

Squarespace + Zendesk: Building beautiful customer journeys, for millions of people

LendingClub

LendingClub + Zendesk: Providing a better customer experience with a help center and high-volume support

University of Lincoln, UK

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

VanMeijel

VanMeijel + Zendesk: Tackling support times in spite of rising ticket volume

OLX

OLX + Zendesk: Massive reduction in global ticket volume with self-service

OpenTable

Open Table + Zendesk: Revamped internal support with Zendesk Support

Plesk

Plesk + Zendesk: Advanced self-service for exceptional CX

Mukuru

Mukuru + Zendesk: Scaling efficiently through self-service and analytics

Riot Games

Riot Games + Zendesk: Keeping gamers playing with Reddit-revered support

Discord

Discord + Zendesk: Using deflection, automation, and AI to scale support globally

EBP

EBP elevates its customer experience with Zendesk

SendinBlue

The best marketing is a great customer experience

Skyscanner

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

Vodafone

Vodafone + Zendesk: A single automation solves 70% of password reset tickets across 15K employees

Wavy

Wavy + Zendesk: Unifying the customer journey across Sales and Support

Xero

Xero + Zendesk: Deploying Zendesk cross multiple internal teams for the best ITSM is quick and easy

Dailymotion

Dailymotion builds customer relationships and brand loyalty with Zendesk

John Lewis Partnership

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

One Medical

One Medical + Zendesk: Transforming the patient experience

Subito

From villas to vehicles: Subito keeps buyers and sellers happy with Zendesk

mySugr

mySugr delivers personalized diabetes expertise with Zendesk

leboncoin

leboncoin deals in exceptional customer experiences

ABBYY

ABBYY + Zendesk: Sophisticated products, global clientele, quality B2B & B2C support

UTi

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

Mailchimp

Mailchimp + Zendesk: Using the voice of the customer as a north star