Case Study: Aurora Fashions improves omnichannel customer service with Zendesk Guide

Aurora Fashions supports multiple brands and delivers an omnichannel experience

Aurora Fashions, which supports four fashion brands across 1,250 stores in 38 countries, needed a better way to manage omnichannel customer service as it expanded beyond bricks-and-mortar retail. Its support team was using a system that was hard to change and did not give agents the visibility or agility they needed across email, web, social, and live chat.

Aurora Fashions implemented Zendesk Support to create a more usable help center, improve agent autonomy, and centralize analytics across channels. Maria McCann said 83% of 84 support agents preferred Zendesk Support to the previous solution, and the company used Zendesk Support analytics to measure the cost of failure, set improvement targets, and save money.

Aurora Fashions

Maria McCann

Customer Service Philosophy