Case Study: MADE.COM achieves scalable multichannel support across 4 countries with Zendesk Messaging

MADE.COM offers multichannel support through Zendesk Support

MADE.COM is an online retailer that brings designer furniture directly to customers by cutting out middlemen. As the company expanded across multiple countries, its customer service team faced scaling challenges — handling multichannel contacts (phone, email, web forms, chat), resolving carrier and delivery issues, and managing made-to-order problems — while moving beyond an unsustainable shared inbox approach.

MADE.COM implemented Zendesk (Support, Chat, Guide) with automations, custom ticket fields, a searchable help center, and Light Agent access for its Shanghai office. The changes reduced repetitive work, provided actionable reporting across teams, sped up fault reporting and supplier responses, and improved customer experience and product quality visibility.

Made.com

Dee Kumar

Head of Customer Services (UK)