Case Study: Tony Bianco achieves 50% ticket volume reduction and 90% CSAT with Zendesk Messaging

Footwear brand Tony Bianco provides customers with an omnichannel experience

Tony Bianco, a leading Australian footwear brand known for its fashion-forward, personalized in-store service, faced a growing backlog of customer inquiries after expanding its e-commerce presence. The support team struggled with high ticket volumes, inconsistent processes, and limited insights, making it hard to deliver the same personal attention online as in stores.

By consolidating channels with Zendesk Support, Guide, Chat, and Talk and building a help center for self-service, Tony Bianco cut ticket volume by 50% (to about 1,500 inquiries/month), deflected 50% of tickets via Guide, reduced first response time by 30%, and lowered phone volume 40%. Customer satisfaction rose to 90% and NPS reached 38, while agents gained better visibility and the ability to provide personalized, omnichannel support.

Tony Bianco

Cassandra Chen

Customer Experience and Loyalty Manager