Case Study: Lightspeed achieves 93% CSAT and scales support to 1,000 tickets/day with Zendesk Messaging

Lightspeed - Customer Case Study

Lightspeed is a cloud-based point-of-sale and e-commerce provider that helps independent retailers manage sales, inventory, payments, and analytics. As the company rapidly grew—scaling its support team from about 12 to 179 agents and handling roughly 1,000 tickets per day—Lightspeed needed to consolidate tools, support four languages, and find efficiencies to keep customer service fast, consistent, and customer-centric.

Lightspeed implemented Zendesk Support, Guide, and Chat, building automation (about 167 triggers), macros, automatic routing, and integrations with Salesforce and internal bug tracking, plus a multilingual help center and web widget for self-service. The result: a 93% average CSAT, measurable time savings per ticket, fewer tickets from new customers, improved cross-team collaboration, and faster, more proactive communication with affected customers.

Lightspeed

Dan Ross

Support Operations Manager