Case Study: NatureBox decreases phone volume by 60% with Zendesk Messaging

NatureBox decreased phone volume 60% with Zendesk Chat

NatureBox, the healthy snack subscription company, needed a simpler way to manage a growing support load of more than 19,000 tickets per month across phone and email. Using Zendesk Messaging, including Zendesk Support, NatureBox moved away from separate tools and looked for a more efficient multichannel customer service setup.

Zendesk Messaging helped NatureBox consolidate support, add chat, SMS, and self-service, and improve agent efficiency. The biggest result was a 60% decrease in phone call volume within three months of launching chat, while chat response times averaged just 17 seconds. NatureBox also reported faster resolutions thanks to knowledge base access and integrations, with Zendesk Messaging contributing to a more streamlined and highly rated support experience.

NatureBox

Sierra Schwidder

Customer Experience Manager