Case Study: Box achieves omnichannel support scale with Zendesk Guide

Box - Customer Case Study

Box used Zendesk Support, along with Zendesk Guide, to keep pace with rapid growth and an expanding support operation. Founded in 2005, Box serves more than 14 million users and 74,000 companies, so its User Services team needed a faster way to manage omnichannel support and get better visibility into customer issues.

Zendesk helped Box replace a cumbersome Windows-based system and later expand into channels including chat, phone, self-service, and web callback. After the switch, Box saved 20–30 seconds per ticket and saw a 15–20 percent spike in satisfaction; first response time fell by 20 percent, business customer satisfaction averages 90 percent, and Premier customer satisfaction holds at 97 percent.

Box

Jon Herstein

SVP Customer Success