Case Study: Cleverbridge achieves 24% ticket deflection with Zendesk Guide

cleverbridge saw a 24% ticket deflection rate with Zendesk Guide

Cleverbridge, a global e-commerce company, needed a better customer service system before its holiday rush. Its existing setup lacked ticketing, analytics, and reporting, and the company needed a tool that could support 162 agents across B2B and B2C service in seven languages.

Cleverbridge selected Zendesk Support and Zendesk Guide to build a help center, train agents quickly, and support self-service. With Zendesk, the company achieved a 24% ticket deflection rate, 99% SLA adherence, and reduced support costs by approximately 20 to 25 percent year-over-year while continuing to grow.

Cleverbridge

Joe Schnaufer

Global Director of Customer Support