Case Study: Moonfruit achieves higher customer happiness and faster service recovery with Customer Thermometer

Moonfruit - Customer Case Study

Moonfruit, one of the world’s largest website and shop building services managing millions of sites, needed a better way to track customer “happiness” and manage a large Zendesk-based support team led by Matt Casey. To improve visibility and customer feedback handling at scale, Moonfruit adopted Customer Thermometer in September 2013.

Moonfruit uses Customer Thermometer’s API to power live dashboards on big screens and to route alerts to the right agents when customers signal dissatisfaction, enabling rapid service recovery. While Moonfruit hasn’t published specific KPIs, Matt Casey reports clearer visibility, faster routing and improved ability to turn unhappy customers into happy ones — he says he “hasn't looked back” since using Customer Thermometer.

Moonfruit

Matt Casey

Moonfruit