Case Study: Bolt achieves data-driven support and faster response times with Zendesk Messaging

Fast-growing Bolt goes from data blind to data driven with Zendesk

Bolt, the fast-growing ride-hailing company, was struggling with a “war zone” customer support operation that lacked centralization, visibility, and useful data. Using Zendesk Messaging’s suite, including Support, Guide, and Talk, Bolt needed a way to handle rapid growth, route tickets properly, and build a more self-service-driven support experience.

Zendesk Messaging helped Bolt set up automations, triggers, and help-center deflection so tickets reached the right agents faster and customers could resolve issues on their own. The results were substantial: Bolt grew support to around 500 agents across 18 countries, cut incoming support volume per ride by 70% from 2017 to 2019, reduced first response time by 75% in 2018, and deflected more than 50% of inquiries through self-help.

Bolt

Toby Humphrey

Product Manager for Customer Support