Case Study: Lightspeed achieves 93% CSAT with Zendesk Guide

Lightspeed earns a 93% CSAT rating with Zendesk Support and Guide

Lightspeed, a cloud-based point-of-sale and e-commerce company for independent retailers, needed a support setup that could keep pace with rapid growth while still giving customers fast, personal help. As the team expanded from 12 people handling about 100 tickets per day to a much larger global operation, it looked for a system that could support multilingual service, self-service content, and more efficient workflows.

Lightspeed used Zendesk Support and Zendesk Guide to build a help center, automate routing with more than 160 triggers, and improve access to account data through a Salesforce integration. The company also used macros, light agents, and reporting to reduce manual work and track support center effectiveness, and it reported a 93% CSAT rating. Lightspeed said the number of tickets from new customers is trending down, and its average customer sees a 20 percent increase in revenue after one year of using its solution.

Lightspeed

Dan Ross

Support Operations Manager