Case Study: Zibbet achieves scalable customer support and reclaims developer time with UserVoice

Zibbet scales a 3-person team with customer-powered support

Zibbet is an online marketplace for handmade sellers (launched 2009) run by a three-person team that grew to serve over 4,700 active users. As support demands expanded into two distracting hours a day, the founders found productivity suffering but couldn’t justify hiring a full-time support person.

Their solution was to hire a passionate community member, paying her per UserVoice leaderboard points and using that points system to track quality (points for fast replies and kudos). The arrangement frees about a day of development time each week, leverages her product knowledge to improve documentation, and routes complex tickets to the founders — a low-cost, well-governed way to scale support.

Zibbet

Jonathan Peacock

Chief Executive Officer and Founder