Case Study: Evernote achieves a 17% reduction in ticket volume with Zendesk Messaging

Evernote saw a 17% reduction in ticket volume after configuring their help center

Evernote, the note-taking app used by more than 200 million people, needed a scalable support system to serve paid and freemium users while keeping churn low. With a support team of 60 handling about 4,000 tickets per week, most coming by email, Evernote faced the challenge of reducing ticket volume, improving response times, and providing multilingual self-service for a global customer base.

Evernote implemented Zendesk Support, Chat, Guide and Talk—building a dynamic help center with guided question flows and deep API-driven search, plus integrations with Talkdesk and Salesforce, macros and SLAs for fast responses. The changes delivered a 17% reduction in ticket volume through self-service deflection, sub-30-second first response targets for chat (met ~80% of the time), and multilingual help content, enabling more efficient support and better customer retention.

Evernote

Gerald Hastie

Director of Global Customer Experience