Case Study: BAUHAUS achieves streamlined omnichannel customer service with Zendesk Messaging

BAUHAUS + Zendesk: the power of WhatsApp

BAUHAUS, the German home improvement retailer, needed to standardize and centralize customer service across its Spanish stores after years of each location handling support separately. Working with Zendesk Messaging, the company built a contact center and added channels like WhatsApp, chat, and support tools to create a more consistent omnichannel experience.

Zendesk Messaging helped BAUHAUS streamline service, improve self-service, and make better use of customer data and reporting. The results included 39 WhatsApp messages handled per hour, 92,000 customer tickets through WhatsApp, 61% one-touch tickets, and a 96% CSAT for chats, showing a clear boost in efficiency and customer satisfaction.

Bauhaus

Bea Niewiara

Contact Center Manager