Case Study: Squarespace achieves 95% self-service success with Zendesk Messaging

Building beautiful customer journeys, for millions of people

SquareSpace needed a scalable, omnichannel support solution to replace multiple fragmented platforms and better serve millions of customers as it grew. In 2015, SquareSpace chose Zendesk Messaging, including Zendesk Guide, Chat, Talk, and Support, to unify help content, email, and live support while improving efficiency and self-service.

With Zendesk Messaging, SquareSpace built 900 help center articles and achieved a 95% self-service success rate, meaning most visitors resolved issues without contacting an agent. The results also included a 27% increase in knowledge usage, stable support headcount since 2015, and a 95% customer satisfaction score, helping SquareSpace deliver faster, more personalized support at scale.

SquareSpace

Raphael Fontes

Vice President of Customer Operations