Case Study: MailChimp achieves faster response times and higher customer satisfaction with Zendesk Messaging

Automated responses decrease response times and raise satisfaction

MailChimp, the marketing automation platform serving over 16 million customers worldwide, needed a support solution that fit its global, developer-conscious operations—handling hundreds of thousands of tickets monthly across email and chat. The team was frustrated by a previous vendor that pushed them away from email support and required heavy customization, so MailChimp sought a partner that would understand their needs and simplify agent workflows while keeping response times and satisfaction high.

MailChimp implemented Zendesk Support and Zendesk Chat with professional services in four months, then added marketplace apps like Five Most Recent and Answer IQ and built automations, triggers and 1,000+ macros to streamline workflows. Automated follow-ups saved about 48,000 agent replies in 2017, average email resolution dropped to ~24 hours (chat ~26 minutes), CSAT reached 92% and CSAT response rate rose from 10% to 30%, enabling faster routing, greater efficiency and improved customer experience.

MailChimp

Dave Carr

Assistant Director of Tech Support