Case Study: Made.com improves customer support and reporting with Zendesk Guide

Made.com - Customer Case Study

Made.com is an online retailer that sells original designer furniture directly to consumers, which creates complex customer support needs across the UK, Ireland, France, Italy, the Netherlands, and soon Germany. As the company grew, its shared inbox approach no longer scaled, and its support team had to manage contacts by phone, email, web form, and chat while dealing with delivery issues, product questions, and made-to-order problems.

Made.com used Zendesk Support and Zendesk Guide to organize support, add automations and triggers, and build a dynamic help center with searchable FAQs. The team also used Light Agent access for its Shanghai office and custom ticket fields for reporting and quality analysis, giving them faster visibility into ticket details and product faults. Dee Kumar said the team can now see how many customers search for specific answers, and support data is helping Made.com improve carrier reliability, product descriptions, and overall customer experience.

Made.com

Dee Kumar

Head of Customer Services (UK)