Case Study: Birchbox achieves 39% lower cost per contact while managing 37,800 tickets/month with Zendesk Messaging

Birchbox + Zendesk Breaking the mold in beauty and customer service

Birchbox is a New York–based beauty subscription service that personalizes sample boxes using customer Beauty Profiles. As the company scaled, its customer operations grew to 54 agents handling about 37,800 tickets a month across email, SMS, chat, phone, and social—creating a challenge to maintain personalization and efficiency while managing rising multi‑channel demand.

Birchbox implemented Zendesk Support, Guide, Chat and Talk (plus Stella Connect for service recovery) to unify channels, empower agents, and expand self‑service. The integrated solution drove faster responses (including popular SMS support), the lowest resolution times on record, a 22% drop in ticket volume in 2018, and a 39% reduction in cost per contact, while improving reporting and customer feedback loops.

Birchbox

Leanna Nazzisi

Customer Operations Coordinator