Case Study: Peloton delivers personalized member support with Zendesk Guide

Peloton offers members personalized support with Zendesk

Peloton, founded in 2012, needed a way to provide personalized member support as it grew from selling its first bike into a major fitness brand. The company used Zendesk Support, along with Zendesk Guide, Zendesk Chat, and Zendesk Talk, to help members across multiple channels while keeping service personal.

With Zendesk, Peloton was able to start supporting members quickly, scale from 3 to over 60 agents, and manage about 20,000 tickets each month. The team reports a CSAT over 90 percent and a Net Promoter Score of 91, while using Zendesk reporting, apps, and integrations to refine support and keep member information in one place.

Peloton

Laura Mundell

Director of Member Support