Case Study: Evernote reduces ticket volume with Zendesk Guide

Evernote saw a 17% reduction in ticket volume after configuring their help center

Evernote, the note-taking and organization company, needed a customer support setup that could keep pace with a rapidly growing user base and a global support team. It was already using Zendesk Support when Gerald Hastie, Director of Global Customer Experience, joined, and the team wanted a better way to manage email, chat, and self-service in one place.

Using Zendesk Support, Zendesk Chat, and Zendesk Guide, Evernote built a help center with guided forms, related articles, community forums, and multilingual content. The team saw a 17% reduction in total ticket volume, met a 30-second first response time for live chat at least 80% of the time, and supported customers in 30 languages through help content, 9 languages by email, and 3 languages by live chat.

Evernote

Gerald Hastie

Director of Global Customer Experience