Case Study: Miinto achieves 40% fewer phone calls and scalable multi‑lingual marketplace support with Zendesk Messaging

Miinto reduced phone calls by 40% using Zendesk Chat

Miinto is a Copenhagen‑based online fashion marketplace (founded 2009) that connects hundreds of boutiques across Northern Europe and attracts about 3 million monthly visitors. The company outgrew its old Windows‑only help desk: the customer care team needed multi‑language, multi‑channel support for both shoppers and retail partners, better KPIs and reporting, and a way to handle high daily contact volumes (roughly 700 calls and 300 emails).

Miinto migrated to Zendesk Support, Chat and Guide, rolling the platform out across markets and launching live chat and an internal help center. Chat shortcuts and one‑to‑many conversations made agents more productive, reducing phone calls by 40% and lowering staffing needs during peak sales; Support’s reporting and CSAT feedback also uncovered issues that led to a new shipping integration. The change delivered cost savings, faster onboarding, improved customer retention and measurable business insights.

Miinto

Konrad Kierklo

CEO