Case Study: One Kings Lane achieves cost savings and scalable personalized luxury service with Salesforce (Desk.com)

One Kings Lane uses Desk.com to offer luxury service

One Kings Lane is an online marketplace for luxury, designer, and vintage home goods with 10 million members and over 2,000 new items added daily. As the company grew, it needed to move beyond a shared Gmail account and a handful of agents to deliver the personalized, high-touch service that matches its products and brand.

One Kings Lane adopted Desk.com to centralize support and empower agents with filters, macros, templates, customizable responses, and reminders—new hires can be productive in about 30 minutes. The platform delivered significant cost savings, improved agent efficiency, prevented inquiries from slipping through the cracks, and helped the company maintain high customer satisfaction and visibility into customer needs during rapid growth.

One Kings Lane

Alexis Chapman

Director, Customer Operations