Case Study: Micro Center achieves 30% faster ticket handling with Zendesk Messaging

Micro Center bolsters its customer-first ethos with a customer-centric support solution

Micro Center is a specialty computer retailer founded in 1979 with 25 stores, more than 30,000 unique items, and a customer-first culture focused on tech‑savvy shoppers. Its centralized 80‑agent support center handles thousands of contacts daily (roughly 5K tickets/day) across phone, chat, email and text, and must meet fast in‑store pickup and support SLAs. The company’s legacy call‑center system was outdated, hard to update, and didn’t provide the data or automation needed to scale during peak periods like Cyber Monday.

Micro Center deployed Zendesk Support, Chat, and Guide and integrated its TechSt SMS tool and Cisco phone system to automate workflows, enable proactive messaging, and add SMS updates and self‑service. Since the rollout the team reduced average handling and after‑call time by about 30% (roughly 10 to 7 minutes), tripled chat volume without adding staff (eliminating 3 FTEs), improved reporting and sales visibility, increased ticket deflection, and sustained strong in‑store pickup SLA adherence, while boosting agent morale.

Micro Center

Beth Held

Director of Call Center Operations