Case Study: Showpo achieves faster support resolution and scalable omnichannel service with Zendesk Messaging

Fast growth, fast resolution times how Showpo is scaling support with Zendesk

Showpo, the Australian fashion retailer, was experiencing rapid 50% year-over-year growth and expanding across 52 countries, but its support operation was struggling to keep up. After outgrowing Freshdesk, the company needed better visibility, faster resolution times, and stronger staffing decisions to meet SLAs and handle rising contact volumes across channels.

Showpo implemented Zendesk Messaging’s suite, including chat, explore, guide, support, and talk, to create an omnichannel support setup. With Zendesk Messaging, Showpo’s 52 agents now support 46K quarterly contacts and are beating KPIs, including answering chats in 26 seconds—4 seconds faster than target—while gaining better analytics and a path to centralize knowledge and automate shipment tracking.

Showpo

Paul Waddy

Head of Operations