Case Study: Shaadi.com achieves 40% faster wait times and 90% customer satisfaction with Zendesk Messaging

Shaadi uses Zendesk to help singles find love

Shaadi.com, the India-based matchmaking platform founded in 1996, needed a better way to manage rapidly growing customer inquiries and improve support across channels. Before using Zendesk Messaging, the team lacked a single view of customer conversations, which made it harder to respond quickly and consistently as query volume grew.

With Zendesk Messaging and the broader Zendesk omnichannel solution, Shaadi.com centralized support across chat, guide, support, and talk, reducing parallel conversations and improving response times. Zendesk helped cut wait times by 40%, deliver 90% customer satisfaction, and reduce operational costs by 50%, while also deflecting traffic with contextual help and quick answers.

Shaadi.com

Gourav Rakshit

Chief Executive Officer