Case Study: Ebates achieves a 93% CSAT score with Zendesk Guide

Ebates earned a 93% CSAT score with the Zendesk omnichannel solution

Ebates offers cash back to shoppers around the world, and its member services team had to overcome the “too-good-to-be-true” concern that came with the offer. To support more than 100 agents serving members in multiple languages, Ebates turned to Zendesk Support after previously relying on email through another system.

With Zendesk, Ebates added omnichannel support across email, calls, live chat, social media, and a help center using Zendesk Talk, Chat, and Guide. The company also used multibrand capabilities and built two APIs to support ticket and order workflows. The result was a 93% CSAT score, an eight-hour first response goal, 1,200 calls per week, and a help center search function for the first time, helping members find answers without creating a ticket.

Ebates

Dylan Campopiano

VP of Member Services