Case Study: Sole Society cuts chat abandonment to 3% and boosts multichannel support with Zendesk Messaging

Sole Society’s chat team answers your SOS

Sole Society, an online retailer of shoes, bags and accessories, needed to deliver fast, low-effort customer service across multiple channels while making chat a reliable option for shoppers. With live chat links on every page and a goal to serve both technical and style questions, the team faced concerns about chat abandonment and wanted a seamless, easy-to-use system that tied into their ecommerce platform.

They implemented Zendesk Chat’s SOS Live Chat, splitting sessions into SOS Service and SOS Style, integrating with Magento, and cross-training agents to handle all channels. The result: chat now handles about 25% of contacts, abandonment fell from ~13% to 3%, phone and email volumes decreased, and agents can access customer history and site behavior for faster, more consistent service.

Sole Society

Mia Chapa

Customer Care Manager