Case Study: Zinus achieves 70%+ CSAT boost and 40% ticket deflection with Netomi

Zinus Customer Support Team Scales to Meet Pandemic-Era Demands

Zinus, a global mattress and furniture retailer, faced surging customer support demand during the pandemic—averaging 5,000 tickets per month with response waits of 30–40 minutes or even days and a backlog of about 3,000 tickets. To scale internationally and maintain service levels, Zinus partnered with Netomi to deploy an AI-powered virtual assistant (Zuri) across chat and email.

Netomi implemented Zuri to deflect routine inquiries and automate responses, exceeding Zinus’s 25% deflection goal by reaching 40%. As a result, Netomi helped cut the ticket backlog from ~3,000 to fewer than 50, increased CSAT by over 70%, and shifted many customers to chat and email—positioning Zinus to expand into voice and SMS next.

Zinus

Reuben Magbanua

Director of Customer Care