Case Study: Bloom & Wild achieves 97% customer satisfaction and scalable peak-period support with Zendesk Messaging

Creating meaningful customer connections with Zendesk

Bloom & Wild, founded in 2013 and known for its letterbox flower delivery across the UK, France and Germany, needed to scale personalised customer support while managing large seasonal spikes—typically 3,000–3,500 weekly enquiries that can jump three- to fivefold during events like Valentine’s Day—without losing the emotional, relationship-driven service central to its brand.

Partnering with Zendesk since 2014, Bloom & Wild adopted an omnichannel stack (chat, support, talk, guide, explore) to centralise Twitter, email, phone, chat, Messenger and SMS, use analytics to forecast demand and staff accordingly (e.g., hiring 60 temporary agents for Valentine’s), and streamline onboarding and workflows. The result: successful handling of peak weeks (9,000 enquiries), a 97% CSAT from Customer Delight contacts, improved efficiency and a scalable platform for future channel expansion.

Bloom & Wild

Isobel Mills

Lead Customer Delight Manager