Case Study: JibJab meets 24-hour SLA during peak seasons with Zendesk Guide and ModSquad

JibJab - Customer Case Study

JibJab used Zendesk Support and Zendesk Guide to handle a customer support backlog that grew sharply during the holiday season, when 60 percent of its annual business arrives. A two-person team was struggling with email tickets and phone calls, and response delays stretched from weeks to months as volume increased.

With Zendesk Support and help from ModSquad, JibJab scaled its support team from 1 Mod per agent in slow periods to as many as 10 Mods per agent during the holidays. The company met its 24-hour SLA even as monthly volume rose from 8,000 tickets to nearly 80,000 between November and December of 2014, and it kept Christmas response times under 10 hours while improving first response time, resolution time, and CSAT.

JibJab

Alessandra Souers

Brand Director