Case Study: Reverb achieves 50% fewer contacts per agent and 97.6% CSAT with Zendesk Messaging

Musicians serving musicians: how Reverb uses Zendesk to provide a proactive, personalized CX

Reverb is an online marketplace for musical instruments whose all‑musician support team needed to scale beyond reactive, high‑volume ticket handling while keeping expertise and service quality high. As the business grew, Reverb faced rising contact volumes and the challenge of making support more proactive and efficient without losing the specialist knowledge customers expect.

Using Zendesk Guide, Chat and the Web Widget plus custom apps, automations and content improvements (including mobile help centers and Knowledge Capture), Reverb shifted to proactive workflows and self‑service. In seven months contacts per agent fell 50%, CSAT rose from 94% to 97.6%, self‑service pageviews increased tenfold to about 10,000/day, and mobile chat volumes dropped significantly—delivering faster, higher‑quality interactions for musicians.

Reverb

Daniel Santrella

Director of Customer Engagement