Case Study: myposter streamlines international customer support with Zammad

myposter - Customer Case Study

myposter, an international e-commerce retailer specializing in custom printed posters, faced the challenge of managing a high volume of customer tickets while trying to establish a personal connection with clients they never meet in person. Their previous self-built support system was confusing and inflexible, leading to inefficiencies like double-processing and a lack of reporting tools, which was inadequate for their growing, multilingual operations.

The company implemented the Zammad helpdesk software to bring structure and efficiency to its support team. The intuitive platform allowed for quick categorization, merging of tickets, and significantly faster processing. Key features like text modules and macros were especially valuable during peak seasons, saving the team considerable time. As a result, the myposter team of 15 agents successfully processes an average of 400 tickets per day with a 24-hour response time, greatly improving their workflow and motivation.

myposter

Laura Gamez Morales

Head of Customer Service