Case Study: NatureBox decreases phone volume 60% with Zendesk Guide

NatureBox - Customer Case Study

NatureBox, a membership-based retailer of healthy snacks and meal products, needed a simpler way to manage fast-growing customer support. As its subscription service took off and support volume passed 19,000 tickets a month, the team was using separate platforms for phone and email, which made channel management difficult.

Using Zendesk Support, Zendesk Guide, Zendesk Chat, and later Zendesk Talk, NatureBox consolidated support on one platform and expanded into live chat, self-service, SMS, and callbacks. Within three months of adding Zendesk Chat, phone volume dropped 60%, chat first-response time averaged 17 seconds against a 45-second target, and the company reported a 4.76 out of 5 CSAT rating; Zendesk Guide also helped speed resolution by making internal knowledge easier for agents to find.

NatureBox

Sierra Schwidder

Customer Experience Manager