Case Study: Box achieves scalable omnichannel support, 20% faster first response times and higher CSAT with Zendesk Messaging

Box+Zendesk Measurable results from putting the API and Apps Framework to work

Box is a cloud content platform serving millions of users and tens of thousands of companies that needed to scale customer service through rapid growth. Facing a cumbersome legacy system, Box sought better agent efficiency, visibility into support lifecycles, and the ability to deliver differentiated SLAs and omnichannel support across email, chat, phone, web callback, and social channels.

Box implemented Zendesk Support, Chat and Guide, reorganized queues by plan, enabled SLAs, and used the Zendesk API and Apps Framework to integrate voice, Lithium, Salesforce and custom agent apps. The changes saved 20–30 seconds per ticket, drove about a 20% reduction in first response time, increased CSAT (business ~90%, Premier 97%), and helped Box efficiently manage roughly 14–16k tickets per month.

Box

Jon Herstein

Senior Vice President of Customer Success