Case Study: Fossil Group consolidates support for 14 brands with Zendesk Guide

Fossil consolidated tools to support 14 brands with Zendesk

Fossil Group, the global watch manufacturer, needed a better way to support its growing wearables business across brands, regions, and channels. After acquiring Misfit in 2015, it was handling more than 5,000 emails, chats, and web or mobile inquiries each week for more than 300 products, and its agents needed a single place to manage customer questions and internal knowledge. Fossil Group used Zendesk Guide along with Zendesk Support and Zendesk Chat.

Fossil Group rolled Zendesk out from the wearables team to its global customer care organization, building workflows for 14 brands and supporting 21 languages. With Zendesk, the company centralized support, improved visibility into agent productivity and customer feedback, and used features like Multibrand, SLA, and Knowledge Capture to reduce silos and speed answers. Fossil Group also said Zendesk helped it move toward self-service and turn off some other global tools.

Fossil Group

Bernie Gessner

Vice President of Global Customer Care & Retail Operations