Case Study: BARK reduces phone calls and boosts customer satisfaction with Chatdesk

Reducing call volume and increasing customer satisfaction Chatdesk

BARK, the New York-based pet e-commerce company, needed a way to engage customers more efficiently as it scaled and to reduce pressure on its phone support team. With 200+ agents serving 600,000+ customers across phone, chat, email, social, and SMS, BARK looked for a better way to let customers move from voice to text-based support.

Chatdesk implemented Chatdesk Shift to let callers seamlessly switch from phone to SMS or Facebook Messenger at the start of the voice menu, during peak queue times, or after business hours. The results included a 15%+ reduction in phone calls, 25%+ of callers preferring to shift to text after hours, and 95%+ customer satisfaction for text-based support, helping BARK improve experience while lowering operational costs.

BARK

Hernan Giraldo

VP of Customer Experience Ops