Case Study: ShipStation cuts chat abandonment by 90% and streamlines omnichannel support with Zendesk Messaging

How ShipStation helps companies grow with efficient, easy customer experiences

ShipStation, an Austin-based shipping software company that helps e-commerce businesses streamline fulfillment, was growing rapidly and facing seasonal surges and complex support needs. Limited reporting from its previous tool made it hard to forecast staffing and improve processes, and high chat abandonment (about 22%) and inconsistent knowledge management were undermining customer experience.

By adopting the Zendesk Suite (Support, Guide, Chat, Talk) ShipStation centralized channels, built a robust help center, and used analytics to plan hiring and shorten training. The result: chat abandonment fell roughly 90% to about 1.4% during peak periods, interactions rose ~40% year over year, training lead times shortened, and overall customer satisfaction and operational efficiency improved.

ShipStation

Delano Mireles

Director of Worldwide Support