Case Study: Faberlic achieves 10x faster ticket resolution with Zendesk Messaging

Faberlic moves 10x faster by bringing support under one solution

Faberlic, a global direct-to-consumer company selling cosmetics, health, home, and wellness products across 42 countries, was struggling with an outdated internal system and no dedicated help desk as support requests surged. The company needed a way to centralize service, route tickets more efficiently, and keep pace with growing customer demand, so it chose Zendesk Messaging and related Zendesk products like Chat, Guide, and Support.

Zendesk helped Faberlic streamline support operations with AI-based ticket routing, self-service via Zendesk Guide, real-time reporting, and mobile agent access. The results were strong: average resolution time improved by 89% from about 100 hours to 11 hours, ticket handling became 10x faster, CSAT rose by 10%, and the team shifted from 500 employees handling requests alongside other jobs to 89 full-time agents.

Faberlic

Dmitrii Vertiporokh

Director of Digital Development