Case Study: Whistle Labs achieves faster, high-NPS customer support with Chatdesk

Handling increasing ticket volume and repetitive tickets Chatdesk

Whistle Labs, a San Francisco-based consumer electronics company in the pet space, needed a way to handle increasing ticket volume and repetitive customer questions while also improving after-hours support and driving conversions for its new Whistle Go product line. The company was looking for a convenient, low-cost way to respond quickly across channels like Zendesk, Facebook Messenger, Instagram, and Twitter.

Chatdesk provided Whistle Labs with Chatdesk Teams, routing customer messages to US-based “Experts” who were superfans of the brand and could deliver personalized support. The results were strong: 97% of issues were resolved, 91% on first contact, average after-hours response times dropped by 94%+, NPS for Chatdesk-handled tickets exceeded 90, and cost per ticket fell by 82%+.

Whistle Labs

Kevin Nester

Director of Customer Experience