Case Study: Serato scales support and handles 7,000+ monthly tickets with Zendesk Support

Serato - Customer Case Study

Serato, a New Zealand-based music software company, needed a better way to handle customer support as its user base grew. Before Zendesk Guide and Zendesk Support, the team relied mainly on email and a community forum, which made responses slow and limited its ability to manage multiple support channels.

With Zendesk Support, Serato centralized requests from Facebook, Twitter, email, phone, and its website in one place and gained a multichannel view with ticket history. The company now handles roughly 7,000 tickets a month, which is at least twice the volume it managed with its old tools, and Serato says Zendesk has scaled with its growth.

Serato

Aaron Eddington

Support Manager