Case Study: Handy achieves 60% CX cost savings with Zendesk Messaging

Handy saved 60% on CX costs by switching to Zendesk products

Handy, a New York City home services startup, needed a simpler customer support system that its Customer Experience team could own and run without heavy help from engineers or contractors. After using a previous platform that was harder to manage, Handy chose Zendesk Messaging, along with Zendesk Support, Guide, Talk, and Chat, to better handle support for customers and service professionals across its growing business.

Zendesk Messaging helped Handy implement a more efficient multi-channel support setup in just six weeks, including self-service help centers and separate queues for different user groups. With Zendesk, Handy cut operational and user experience costs by 60%, reduced weekly tickets from about 12,000 to 8,000, met or beat its one-hour first-response SLA 98% of the time, and increased customer satisfaction by 20%.

Handy

Dylan Henry

Director of Customer Experience