Case Study: TrackR achieves a 10.4% ticket deflection rate with Zendesk Guide

TrackR saw a 10.4% ticket deflection rate with Zendesk Guide’s Answer Bot

TrackR, which makes coin-sized wireless item finders, needed a more strategic customer support setup as it scaled. The company was handling up to 25,000 emails and 1,200 chats a month, and its team wanted a better way to support pre- and post-sales questions, product setup, and order issues using Zendesk.

Using Zendesk Guide along with Support, Chat, Talk, the Mobile SDK, and integrations, TrackR rebuilt its help center and added self-service with Answer Bot. In the last 30 days, it deflected almost 1,600 tickets, a 10.4% deflection rate, kept first response time well under its 8-hour maximum, and met CSAT targets of at least 80% for email and 90% for chat.

TrackR

Daniel Reveles

Senior Manager of Customer Success