Case Study: Dollar Shave Club cuts support costs and resolves 12% of tickets with Zendesk Messaging

Dollar Shave Club shaves down service costs with Answer Bot

Dollar Shave Club, the direct‑to‑consumer subscription razor and grooming brand, scaled rapidly after a viral debut and acquisition by Unilever. As customer volume grew across email, chat, phone and social channels, the company needed to deliver consistent, low‑effort support at scale while cutting repetitive, low‑value tickets and keeping agent workload manageable.

Dollar Shave Club consolidated channels using Zendesk Support, Guide, Chat and Message, trained Answer Bot on its knowledge base, and added integrations like Telepath and Customer Thermometer. Answer Bot now resolves about 12% of tickets, helping the 100‑agent team sustain a 94–96% CSAT, avoid headcount increases, speed resolutions, and free agents to focus on higher‑value, more creative member experiences.

Dollar Shave Club

Trent Hoerman

Senior Program Manager