Case Study: Edmunds achieves 50% of support volume via chat and 90% CSAT with Zendesk Messaging

Edmunds Live Help relies on Zendesk Chat for 50% of their volume

Edmunds.com, a long-standing car-shopping resource that moved online in 1995, needed to complement its extensive self-service tools with timely, personalized help as customers navigated stressful buying decisions. The Live Help team faced high demand across chat, SMS, email, phone and social channels and had to track repeat engagements and deliver consistent, expert assistance while keeping response times low and satisfaction high.

Edmunds adopted Zendesk Support and Chat to centralize multi-channel support, enable specialists to handle multiple simultaneous chats, transfer conversations, work remotely, and use analytics to improve performance. As a result chat now delivers roughly 50% of contact volume (about 1,276 chats per month), 87% of tickets are resolved in one touch, average ticket turnaround is 12 hours (vs. a 22-hour industry average), and overall CSAT hovers around 90%.

Edmunds

Justin Smith

Manager of the Live Help Program