Customer Stories

HiPay

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

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

Snapfulfil

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

DPG Media

DPG Media keeps employees and audiences happy with Zendesk

Bloom & Wild

Creating meaningful customer connections with Zendesk

Swapfiets

Continue massive growth whilst offering cyclists a seamless service experience

AppsFlyer

Supporting Global Growth through Self-Service and Localisation

Vimeo

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

Handy

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

MADE.COM

MADE.COM offers multichannel support through Zendesk Support

O2 Arena

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

Shopify

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

Deliveroo

Deliveroo uses Zendesk Support to serve three distinct customer groups

Evernote

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

Trustpilot

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

Le Tote

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

OLX

OLX reduced global ticket volume by 40% with Zendesk

Ebates

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

Monese

Monese improved its FRT by 59% with a Zendesk solution

99designs

99designs replaced 3 systems with a Zendesk omnichannel solution

Stanley Black and Decker

Stanley Black and Decker chooses Zendesk for omnichannel support

Unleashed

Unleashed expands omnichannel support, brand by brand

Homebridge

Mortgage lending that brings customers home

First Utility

First Utility saw a £2 million annualised benefit by switching to Zendesk

Mediaocean

Returning to Zendesk increases client and agent satisfaction

Foursquare

Foursquare leverages self-service to serve more customers, faster

Veeva

Zendesk helps Veeva handle 35K tickets each month

Reverb

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

Sendcloud

Delivering First-Class Support for European SMBs with Sendcloud

Alfa Bank

Primed for growth, Alfa-Bank Belarus uses Zendesk to empower its support team

Feed.

Feed. delivers proactive, revenue generating support with Zendesk

Yext

Through rapid growth, Yext’s customer support evolves to meet and anticipate its clients’ needs

Automattic

Automattic manages its virtual global support organization with Zendesk

Bolt

Fast-growing Bolt goes from data blind to data driven with Zendesk

EBP

EBP elevates its customer experience with Zendesk

Bukalapak

An Ecommerce Evolution: Bukalapak picks Zendesk to transform its customer experience

PayJoy

PayJoy unlocks access to finance for the world’s underbanked—one smartphone at a time

Olala Homes

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

Life Fitness

Life Fitness shapes and powers its B2B customer experience with Zendesk

Azimo

Valuable, speedy, secure: Azimo delivers priceless customer service with Zendesk

DYME

DYME refines the cannabis customer experience with Zendesk

Stoiximan

Stoiximan drives brand differentiation with a 360° view of the customer

Modsy

Designing the perfect living space is a snap with Modsy

Daniel Wellington

Daniel Wellington seamlessly scales customer service worldwide with Zendesk

Nubank

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

HeartFlow

How HeartFlow is using deep learning and data—and very human support—to help save lives

Gympass

Gympass takes a healthy approach to scaling customer service

Trade Me

No trading on a great customer experience: How Trade Me puts its customers first

Infinity

Cinema first and foremost: Infinity pampers film aficionados with Zendesk

Showpo

Fast growth, fast resolution times: How Showpo is scaling support with Zendesk

ShipStation

How ShipStation helps companies grow with efficient, easy customer experiences

Faberlic

Faberlic moves 10x faster by bringing support under one solution

Dailymotion

Dailymotion builds customer relationships and brand loyalty with Zendesk

Vimeo

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

Accent Group

Accent Group puts its best foot forward with customer-focused care

mySugr

mySugr delivers personalized diabetes expertise with Zendesk

CDNetworks

CDNetworks cuts customer inquiries in half with Zendesk Support

One Medical

One Medical empowers employees to serve members using Zendesk

Birchbox

From beauty products to customer service—breaking the mold the Birchbox way

Mr Green

Mr Green bets on Zendesk to keep its customers satisfied

JetBrains

JetBrains develops custom support for its developer community

Freshly

Freshly’s proactive support serves up more than fresh food to customers

iCard

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

Veeva

Zendesk helps Veeva handle 35K tickets each month

Subito

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

Homebridge

Mortgage lending that brings customers home

Micro Center

Micro Center bolsters its customer-first ethos with a customer-centric support solution

KEEN

KEEN puts its best foot forward with customers and partners

JOYCITY

JOYCITY keeps players in the game with branded help centers and multi-language support

CCI Systems

CCI Systems turns to Zendesk to keep customers connected

Singapore Life

Singapore Life disrupts the life insurance market with Zendesk’s omnichannel solution

Weatherford

No time for downtime—Weatherford uses Zendesk to keep oilfield operations running

LINE MOBILE

LINE MOBILE’s digital-first support passes savings on to customers

Reverb

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

SendinBlue

The best marketing is a great customer experience

Unleashed

Unleashed expands omnichannel support, brand by brand

Dollar Shave Club

Dollar Shave Club shaves down service costs with Answer Bot

Squarespace

Millions turn to Squarespace for a great customer experience

Bing Lee

With Zendesk, Bing Lee continues its tradition of putting customers first

Fullscript

Fullscript selects a Zendesk omnichannel solution to scale as it grows

Wrike

Omnichannel customer support that’s on time, and on budget

LendingClub

LendingClub credits Zendesk with providing a better experience for its customers

LimeBike

LimeBike scales through high-growth cycles with Zendesk

Stanley Black and Decker

Stanley Black and Decker chooses Zendesk for omnichannel support

Ingersoll Rand

Powering distributors with Zendesk Support and Guide

Viaplay

Viaplay’s omnichannel strategy is designed for customer happiness

Shaadi

Shaadi uses Zendesk to help singles find love

Outreach

Accelerating sales cycles and support with Zendesk and Tray.io

MailChimp

Automated responses decrease response times and raise satisfaction

amaysim

With Zendesk, omnichannel support is simple for amaysim

Zip

With Zendesk, agents focus on the customer, not the software

Circles.Life

Circles.Life gives telco power back to the people through omnichannel customer support

Bill.com

How Bill.com™ addresses customer issues before they arise

First Utility

First Utility saw a £2 million annualized benefit by switching to Zendesk

Mediaocean

Returning to Zendesk increases client and agent satisfaction

OLX

OLX reduced global ticket volume by 40% with Zendesk

The Salvation Army

The Salvation Army's IT team empowers employees to serve—and self-serve

Riot Games

Riot Games: Reducing player wait times and raising satisfaction

State of Tennessee

The State of Tennessee earned a 35% 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

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

Minor Hotels

Minor Hotels improved its resolution time by 55% with Zendesk

NYX Gaming

NYX Gaming offers omnichannel customer service with Zendesk

Monese

Monese improved its FRT by 59% with a Zendesk solution

ACLU

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

Weldbend

With Zendesk Support, Weldbend saw a 30% cost savings

Fossil

Fossil consolidated tools to support 14 brands with Zendesk

TrackR

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

Lightspeed

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

Tony Bianco

Footwear brand Tony Bianco provides customers with an omnichannel 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

Evernote

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

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

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%

Deliveroo

Deliveroo uses Zendesk Support to serve three distinct customer groups

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

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

Tesco

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

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

Providing always-human conversations, even at scale

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 achieves near-perfect CSAT scores with Zendesk Support and Guide

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 omnichannel 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

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

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

NHS

Streamlining procurement workflow from 10,000 suppliers

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

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

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

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