Case Study: RSi handles 30K monthly tickets and earns a 99% satisfaction rating with Zendesk Guide

RSi - Customer Case Study

RSi, a retail solutions company that helps consumer goods manufacturers and retail businesses respond to consumer demand, needed a customer service system that could scale beyond an early email-based process. As its support volume and global team grew, the company needed a better way to manage tickets, knowledge sharing, and customer interactions across channels.

RSi implemented Zendesk Guide along with Zendesk Support, Talk, and Chat to centralize support across web form, email, phone, live chat, and self-service. With more than 300 agents handling an average of 30,000 tickets each month, RSi says the unified platform has improved visibility into escalations and had a material impact on churn, while helping the company maintain a 99% satisfaction rating.

RSi

Ryan McCarthy

Senior Director of Global Customer Operations