Case Study: Handy saves 60% on CX costs with Zendesk Guide

Handy saved 60% on CX costs by switching to Zendesk products

Handy, a New York City-based home services startup founded in 2012, needed a customer support tool that its Customer Experience team could own and manage without relying on contractors or engineers. The company was handling thousands of weekly customer requests across multiple markets and wanted a simpler way to support both customers and service professionals.

Handy chose Zendesk Support and Zendesk Guide, and the switch took six weeks. Using the platform, Handy built separate help centers and queues, reduced weekly email volume from approximately 12,000 to 8,000 tickets, met or surpassed its one-hour SLA 98 percent of the time, and saved 60 percent on operational and user experience costs. Customer satisfaction ratings also climbed by 20 percent after the move to Zendesk.

Handy

Dylan Henry

Director of Customer Experience