Case Study: Miinto reduces phone calls by 40% with Zendesk Chat

Miinto - Customer Case Study

Miinto, an online fashion platform serving customers across Northern Europe, needed a customer service setup that could keep pace with its growth and support both shoppers and retailers in four languages. The company was using an old help desk system that was limited, hard to access, and tied to Windows machines, which made it difficult to manage data and monitor team performance.

Miinto rolled out Zendesk Support across its markets and later used Zendesk Chat on its Dutch website. The chat channel reduced phone call volume by 40% and saved the equivalent of a third of a full-time employee, while also helping agents handle multiple conversations at once and support the business during peak periods like its “Shopping Spree” sale.

Miinto

Maja Wikke

Customer Care Manager