Case Study: Tony Bianco improves omnichannel customer support with Zendesk Guide

Footwear brand Tony Bianco provides customers with an omni-channel experience

Tony Bianco, Australia’s leading footwear brand, wanted to give online shoppers the same personal attention they received in store. Its customer service team was dealing with a backlog of inquiries and calls and lacked the process, insights, and data needed to keep up.

Tony Bianco implemented Zendesk Support and Guide, then added Zendesk Chat and Zendesk Talk to run all support channels through one platform. The result was a 50% reduction in ticket volume, around 1,500 inquiries per month, a 30% improvement in first response time, a 90% CSAT score, and a phone volume decrease of 40%.

Tony Bianco

Cassie Chen

Customer Experience and Loyalty Manager