Case Study: Catch Group achieves an NPS boost and 65% annual savings with Zendesk Messaging

Catch Group - Customer Case Study

Catch Group is Australia’s leading online retailer (founded 2006) operating multiple brands and handling roughly 10,000 orders daily. The company faced fragmented support systems and slow service: NPS around 50–60, return requests taking 5–7 days, and phone response times of 5–10 minutes. Leadership set out to modernize and unify customer service into an omnichannel operation.

Catch Group implemented Zendesk (Support, Guide, Chat, Talk), adding a help centre, web widget, callbacks, and hundreds of triggers/macros, and reorganized its support teams by channel. The changes cut return-response time to under 24 hours (≈700% improvement), reduced average phone response to about 1:55 (≈60% improvement), lifted NPS to ~70 (≈30% improvement), delivered 65% annual savings, and streamlined handling of ~50,000 tickets per month.

Catch Group

Ivan Trajkovski

Head of Customer Experience