Case Study: UncommonGoods reduces email volume by 72% with Zendesk Support

UncommonGoods - Customer Case Study

UncommonGoods, a Brooklyn-based retailer focused on innovative product design and sustainability, needed a faster, simpler way for its customer service team to handle growing volumes across phone, email, and chat. Its previous email system was cumbersome and slow, making it difficult for reps to manage multiple channels and keep up during peak periods.

Using Zendesk Support, UncommonGoods unified customer conversations in one ticket, added searchable FAQs and self-service content, and improved filtering for away messages, auto-replies, and spam. The company cut email volume by 72%, reduced contacts tied to orders to 23% from 38%, and maintained a CSAT score around 94.5 percent.

UncommonGoods

Laura Frost

Assistant Manager of Customer Service