Case Study: LJ Hooker achieves 99% satisfaction with Zendesk Support

LJ Hooker - Customer Case Study

LJ Hooker, Australia’s best-known real estate brand with 700 offices across Australasia, needed a better way to support its growing franchise network. Its support team had been handling queries through Outlook, which was time-consuming and offered limited reporting and tracking, making it harder to share knowledge and provide technical and operational support at scale.

In January 2011, LJ Hooker selected Zendesk Support to provide a cloud-based customer support system with better collaboration, scalability, and self-service. With Zendesk Support, the team handles around 3,300 support queries a month, solves 83 percent in less than 2 hours and 91 percent within 24 hours, and has increased productivity by solving 20 percent more queries per month with the same number of staff while earning a 99% satisfaction rating.

LJ Hooker

Ian Iglesia

Manager of the Support Centre