Case Study: COOLA boosts CSAT by 5 points with Keatext

COOLA Boosts CSAT by 5 Points with Zendesk Integration

COOLA, a skincare and wellness brand, needed a better way to analyze customer support tickets in Zendesk in real time. The company was struggling to turn large volumes of customer feedback into actionable insights fast enough to support better customer experiences and purchase decisions. Keatext provided the text analytics capabilities used to help COOLA uncover the root causes behind customer issues.

With Keatext’s Zendesk integration, COOLA could automatically process and analyze support tickets at scale using AI-powered sentiment analysis, trend detection, and data-rich dashboards. The result was a 5-point increase in CSAT during the busiest time of the year, along with up to a 40% boost in COOLA.com conversion rates. Keatext helped COOLA bring the voice of the customer into decision-making across customer service, product, and marketing.

COOLA

Chris Birchby

CEO