Case Study: Expedia Affiliate Network improves affiliate onboarding by 60% with Zendesk Guide

Expedia Affiliate Network improved onboarding new affiliates by 60%

Expedia Affiliate Network, part of Expedia, needed a better way to manage support for its B2B partners as it grew affiliates by the thousands. The team was dealing with long inbox delays, limited visibility into requests, and a manual affiliate review process that took close to 3 hours per partner.

Expedia Affiliate Network selected Zendesk Guide and Zendesk Support to centralize tickets, capture internal knowledge, and automate affiliate review workflows. With Zendesk, the team began completing new affiliate reviews in less than an hour, a roughly 60% improvement, while also reducing support requests through its knowledge base and improving efficiency for its Level 1 support team.

Expedia Affiliate Network

Jamie Loren Byers II

Head of Support, EAN Partner:Connect