Case Study: Everlane achieves higher customer engagement and faster support with Zendesk Messaging

Getting up close and personal with customers on Facebook Messenger

Everlane is an online-only apparel retailer known for “radical transparency” and a small, fast-moving team that prioritizes quality customer experiences. As their customer base grew, they needed to expand beyond email support to offer more immediate, convenient channels and chose Zendesk Chat—then added Facebook Messenger as a beta support channel to meet customers where they already are.

Using Facebook Messenger backed by Zendesk Chat, Everlane delivered a more conversational, mobile-first support experience: over 10,000 Messenger chats to date and about 750 sessions per week, while email ticket volume fell. Agents can handle multiple chats at once, resolve shipping, tracking, stock and sizing questions faster, and customers respond positively to the quick, friendly interactions.

Everlane

Shane Roach

Customer Experience Operations