Case Study: AdRoll cuts first reply times in half with Zendesk Guide

AdRoll - Customer Case Study

AdRoll, the global leader in retargeting, grew quickly and found that seven teams were using Zendesk Support in different ways, with no standardization. As the company expanded past 25,000 customers, it needed a more consistent support process and a way to better understand customer interactions across the business.

AdRoll re-adopted Zendesk Support and used Zendesk Guide, along with the Support API and developer platform, to unify its support setup and build custom integrations with Salesforce and a “Pitch app.” The overhaul took 9 months and was deployed worldwide with no issues, helping AdRoll standardize processes, improve visibility across teams, and cut first reply times in half with Zendesk Support.

AdRoll

Sam Trachtenberg

Senior Director of Operations