Case Study: MeUndies achieves 99% CSAT at scale with Thankful

MeUndies - Customer Case Study

MeUndies, a rapidly growing underwear brand, needed to keep delivering industry-leading customer service as its business scaled to 1.5 million customers and 11 million pairs delivered. To meet that challenge, it turned to Thankful and deployed the solution within its Zendesk helpdesk.

Thankful automated ticket deflection and resolution without changes to MeUndies’ existing support processes or policies. Within three months, the Thankful agent was handling 3.5X the incoming ticket volume of MeUndies’ average human agent while maintaining a 99% CSAT score, matching the company’s best human agents.

MeUndies

Ro Nattiv

Director of Customer Experience