Case Study: Daniel Wellington achieves seamless global customer support and higher conversions with Zendesk Messaging

Daniel Wellington seamlessly scales customer service worldwide with Zendesk

Daniel Wellington, a rapidly growing global watch and accessories brand, needed a scalable, 24/7 customer service solution to support omni‑channel communication across phone, email, chat and social. With 80 agents handling more than 200,000 tickets in 2018 (about 1,500 per day), the company needed structure, real‑time insights and consistent service standards across regions.

Daniel Wellington implemented Zendesk Support, Guide, Chat and Talk to centralize operations, enable pre‑sales chat, improve self‑service and capture actionable data. The platform helped reduce repeat replies, drove higher order value from chat (35% of Black Friday chat conversations resulted in sales), prevented Black Friday wait times, supported new services like repairs, and provided the analytics to scale globally and improve overall customer experience.

Daniel Wellington

Anton Blom

Customer Service Manager Europe