Case Study: BrowserStack achieves 98% CSAT with Zendesk Guide

BrowserStack - Customer Case Study

BrowserStack, which serves 36K customers and has offices in San Francisco, Dublin, and Mumbai, needed a customer service tool that could help its small support team run a lean operation while improving responsiveness across billing and technical support. The company evaluated Desk.com, Salesforce, Freshdesk, and Zendesk to find a system that could support its support process for Live and Automate products.

BrowserStack chose Zendesk Guide and Zendesk Support, along with Zendesk Talk, for email, social media, ticket routing, internal knowledge base, and customer self-service. With Zendesk, BrowserStack reduced first response time to within an hour overall, to 5 to 10 minutes on Twitter, and from a few hours to 26 minutes for its Live tech team, while reaching a 98% CSAT score.

BrowserStack

Prasun Choudhury

Head of Customer Support