Case Study: Canary achieves faster support and seamless Zendesk integration with Bright Pattern

Canary, a Home Security Startup, Selects Bright Pattern’s Cloud Contact Center Solution for Its Seamless Zendesk Integration

Canary, a home security startup known for its smartphone-connected devices, needed an omnichannel contact center that would integrate tightly with Zendesk, let agents work from a single interface, reduce handle and hold times, and allow platform customization with dedicated onboarding. After evaluating options, Canary selected Bright Pattern’s multichannel cloud contact center solution to meet those requirements.

Bright Pattern implemented a seamless Zendesk integration with inbound/outbound voice, chat, data dips, and automatic ticket creation/updates, plus customization and hands-on onboarding. As a result, Canary saw a 7.84% decrease in average handle time, over a 40% reduction in average hold time, a 64.86% increase in average time to abandon, and measurable gains in agent productivity and automatic customer record/ticket reporting.

Canary

Gavin Blair

Head of Customer Experience