Case Study: Feed. generates €180,000 in revenue and increases CSAT by 25% with Zendesk Messaging

Feed. delivers proactive, revenue generating support with Zendesk

Feed. is a Paris-based foodtech start-up that makes convenient, nutritionally complete meal-replacement bars, shakes, and powders sold across France, Germany, Spain, and the UK. Facing slow, email-only support (responses could take up to a week) and a diverse customer base, the company hired a customer service lead to rebuild its support operation and deliver faster, more proactive, omnichannel service.

By adopting Zendesk (Support, Chat, Talk, Guide, Explore) and integrating tools like Shipup and Magento, Feed. implemented proactive chat triggers, automated order alerts, and cross-functional feedback loops. The team now handles 100+ live chats daily, converts 6% of chats into sales (€180,000 in under a year), raised CSAT to 94% (a 25% improvement), and cut multi-touch tickets from 80% to 10%, all with a six-person team.

Feed.

Aurore Galland

Customer Support Happiness Manager