Case Study: Modsy achieves 11% higher CSAT with Zendesk Messaging

How switching from Kustomer to Zendesk gave new visibility and empowered service at scale

Modsy, the online interior design service, needed a better way to manage support as it grew quickly and its customer conversations became fragmented across email, phone, and chat on Kustomer. The team lacked a clear view of customer history, struggled with disjointed workflows, and needed more flexible reporting and faster control over service changes, so it turned to Zendesk Messaging and related Zendesk products.

Zendesk Messaging helped Modsy unify omnichannel support in one system, giving agents and specialists full visibility into customer interactions and improving routing, reporting, and workflow management. As a result, Modsy improved CSAT by 11% to 98%, cut ticket resolution time by 50%, boosted answered calls to 90–95%, and saved 40 hours of work per week.

Modsy

Stephanie Mohr

Head of Customer Success