Case Study: MakeSpace achieves 11% CSAT improvement and faster, more efficient support with Zendesk Messaging

MakeSpace + Zendesk Partnering to make storage a snap

MakeSpace is a New York–based on-demand storage service that handles about 35,000 monthly tickets with 40+ agents, helping customers through often stressful life events. After leaving Zendesk for Kustomer, the team encountered poor vendor responsiveness, limited self-service configuration, unreliable chat notifications, weak telephony integration, and time-consuming manual reporting—issues that hurt agent efficiency and customer experience.

MakeSpace switched back to Zendesk (Support, Talk, Guide, Chat, Sunshine, Connect) and worked with Zendesk professional services to deploy a custom app, going live in three months. The platform delivered a 360° customer view, omnichannel agent workspace, and proactive SMS workflows, enabling faster moves, fewer no-shows, and easier internal customization—resulting in an 11% CSAT uplift, a 63% increase in agent efficiency, 28% faster first replies, and 70% of tickets answered in under eight hours.

MakeSpace

Sean Benedict

CX Operations Manager