Case Study: Peloton achieves personalized, scalable omnichannel support and 90%+ CSAT with Zendesk Messaging

Peloton offers members personalized support with Zendesk

Founded in 2012, Peloton pairs high‑end hardware with subscription media to deliver instructor‑led fitness classes at home. As the brand scaled rapidly, Peloton needed to deliver personalized, end‑to‑end member support—from purchase and delivery through ongoing use—across phone, email, and live chat while meeting high member expectations.

Peloton standardized on Zendesk (Support, Guide, Chat, Talk) to create an omnichannel help center, generate tickets for calls, and integrate with tools like JIRA, Maestro QA, Salesforce, and Shopify. The solution let the team scale from a handful of agents to 60+, consolidate reporting, and continuously refine self‑service; the result is sustained personalization with CSAT above 90%, an NPS of 91, and efficient handling of roughly 20,000 phone tickets per month.

Peloton

Laura Mundell

Director of Member Support