Case Study: Drizly scales through a 500% demand surge and doubles agent productivity with Zendesk Messaging

Drizly - Customer Case Study

Drizly, the alcohol e-commerce platform founded in 2012 and operating across the US and Canada, faced an unprecedented surge in orders during the COVID-19 pandemic—sales spiked as much as 500% in some regions—putting severe strain on its customer experience operations and creating an urgent need to scale staff with Zendesk expertise.

Drizly leveraged its existing Zendesk foundation and partnered with TaskUs for on‑demand agents while optimizing workflows and integrations to reduce clicks and automate processes. The result: agent productivity doubled (from 8 to 16 tickets per hour, a ~200% increase), customer satisfaction remained consistent, and Drizly avoided hiring an estimated 50–100 new employees while expanding Zendesk across IT and account management.

Drizly

Brian White

Director