Case Study: Liberty achieves luxury customer service excellence with Zendesk QA

How Liberty Uses Zendesk QA to Provide Luxury Customer Service

The luxury retailer Liberty sought to elevate its customer service to match its high-end brand reputation and ensure consistency across its three distinct, global support teams. To achieve this, the company turned to vendor Klaus and its product, Zendesk QA, to build a formal quality assurance program and gain clear oversight into agent performance.

By implementing Klaus's Zendesk QA platform, Liberty was able to create a customized scorecard to measure its "Liberty Magic" service ethos and automate its review process. The solution provided the data needed for targeted coaching and monthly calibration sessions, leading to a consistent rise in key metrics. The vendor Klaus helped Liberty achieve an 88% customer satisfaction (CSAT) score and an 80% internal quality score (IQS).

Liberty

Sophie Elgar

Quality and Training Manager