Case Study: Minor Hotels achieves 55% faster resolution times and 97% CSAT with Zendesk Messaging

Minor Hotels improved its resolution time by 55% with Zendesk

Minor Hotels is a Thailand-based hospitality group with 154 hotels in 24 countries (nearly 20,000 rooms) that needed to scale support across multiple regions and channels. Siloed operations, unclear ownership of channels, and slow response times—especially on live chat—were hurting customer experience and internal workflows.

By rolling out Zendesk Support, Guide, and Chat with triggers and macros to route tickets and provide an omnichannel view, Minor Hotels standardized ownership and real-time service across six regions. The company cut full resolution time by 55% and first response time by 40%, reduced average chat response to about 50 seconds, and achieved a CSAT near 97%, while handling roughly 800–1,000 chats per region per month.

Minor Hotels

K’lee Challinger

Social Media Optimization and Real-time Customer Service Manager