Case Study: ABC Glofox achieves 91% CSAT and handles 53% more tickets with Zendesk Messaging

Glofox + Zendesk How a data-driven approach to support paid off

Glofox is a Dublin-based SaaS that helps gyms and studios manage bookings, payments, and online classes for more than 10 million bookings a year across 60+ countries. As the company grew—and faced the sudden shift to virtual fitness during COVID-19—its small support team needed scalable, customizable analytics and adaptable workflows to maintain high service levels without proportionally increasing headcount.

Glofox implemented the Zendesk suite (Support, Chat, Talk, Guide, Explore), using triggers, automations, dashboards, and a targeted knowledge base to streamline work and surface product feedback. The team was up and running in days, built dozens of macros and triggers, and achieved a 91% CSAT, cut average first response to four hours, and handled 53% more tickets without adding agents, while reducing repeat inquiries through self-service and integrated product insights.

ABC Glofox

Philip Lynch

Customer Service Manager