Case Study: KEEN, Inc. scales support team 200% and cuts average first-reply time 39% with Zendesk Messaging

KEEN puts its best foot forward with customers and partners

KEEN, the Portland‑based outdoor footwear and gear company, needed a better support platform to serve both retail customers and business partners. Their legacy Cisco/Desk.com setup couldn’t unify phone and email channels or provide the reporting and scalability required to support multilingual, multiregional teams and surging partner call volumes.

By deploying Zendesk Support, Guide, Chat, and Talk (with a Salesforce integration and multibrand help centers), KEEN built an omnichannel, easy‑to‑train support system with internal notes, macros, and extensive reporting. The result: a 200% increase in B2C support capacity, a 39% reduction in average first reply time, 95% first‑touch call resolution for B2B, the ability to absorb call spikes from ~1,400 to 4,000/month, and dozens of custom reports driving continuous improvements.

KEEN, Inc.

Evan Israel

Operations Specialist & Project Liaison