Case Study: Ebates achieves 93% CSAT with Zendesk Messaging

Ebates earned a 93% CSAT score with the Zendesk omnichannel solution

Ebates is a global cash-back shopping platform that must reassure skeptical consumers and support members across multiple languages and regions. Its Member Services team—more than 100 agents in Wisconsin plus a Singapore team for Korea—faces heavy seasonal spikes (weekly tickets quadruple in holiday months) and needed to move beyond email to handle calls, chat, social, and multiple brand help centers while meeting an eight-hour first-response goal.

Since adopting Zendesk in 2014 and building two custom APIs (create ticket and add order), Ebates deployed Zendesk Support, Talk, Chat, Guide, and Multibrand to create a single omnichannel system. The Help Center gained search and self-service capabilities, social handling improved, and brand-specific support scaled easily. The result: a 93% CSAT score, a five-star Trustpilot rating (9.7/10), faster responses, and more empowered agents.

Ebates

Dylan Campopiano

VP of Member Services