Case Study: Foursquare achieves 32:1 self-service-to-ticket ratio with Zendesk Guide

Foursquare leverages self service to serve more customers, faster

Foursquare needed customer support that could scale as the company grew from its 2009 launch into a service used by more than 50 million people worldwide. It had started with enterprise email support, but the team needed a better way to handle both user questions and more complex advertiser requests.

Foursquare selected Zendesk Support to power its branded help center and organize support with ticket views and smart personalization. The result was a 32:1 self-service-to-ticket ratio, a 97 percent self-service success rate, a 95 percent customer satisfaction rate, and the ability to autosolve 50 percent of tickets, with a goal of reaching 70 percent.

Foursquare

Tracey Churray

Director