Case Study: Cotton On Group achieves a single view of customer service with Zendesk Guide

Cotton On Group - Customer Case Study

The Cotton On Group used Zendesk Guide and Zendesk Support to manage customer service for its eight brands across multiple regions. Its online support team was handling more than 15,000 tickets per month, but without visibility across teams, it was difficult to improve workflows or maintain a consistent customer experience.

Zendesk Guide and Zendesk Support’s Multibrand feature gave The Cotton On Group a single instance for seven help centers, with shared templates, custom branding, and new automations for ticket routing. The company now has a single view of customer service across brands and channels, and reports an 87% overall customer satisfaction score while reducing manual work and avoiding separate updates in each brand’s support system.

Cotton On Group

Luke Wallace

Customer Service & Engagement Manager