Case Study: Retail Solutions Inc. achieves 99% customer satisfaction and scalable omnichannel support for 30,000 monthly tickets with Zendesk Messaging

Retail Solutions handles 30K tickets each month, earning a 99% satisfaction rating

RSi helps consumer goods manufacturers and retailers turn store-level data into actionable insights across 225 retailers and 150,000+ locations. As the business scaled globally—with distributed teams in the US, Europe, China, Mexico and India—it needed a tiered, omnichannel support operation that could replace an unsustainable Outlook-based workflow, onboard remote employees, manage multiple channels and reduce customer churn.

RSi deployed Zendesk’s omnichannel suite (Support, Talk, Chat, Guide) plus marketplace apps and API integrations to centralize tickets, knowledge capture, self-service and reporting, and to feed data into its warehouse and Gainsight. The result: roughly 300 agents handle 30,000 tickets per month across eight languages with a 99% satisfaction rating and 92% SLA adherence, improved escalation visibility and measurable reductions in churn.

Retail Solutions Inc.

Ryan McCarthy

Senior Director of Global Customer Operations