Case Study: The PAS Group achieves a 39% increase in online sales and faster, unified support with Zendesk Messaging

The PAS Group attributes a 39% increase in online sales partly to live chat and their excellent customer service

The PAS Group, one of Australia’s largest fashion retailers with seven brands and over 280 stores, faced fragmented, multi-channel customer service—multiple inboxes, siloed chat and phone systems, and no unified view of customer history—making it hard to scale support and deliver a consistent experience across brands.

By adopting Zendesk Support and Zendesk Chat, the team unified multi-brand enquiries, gained visibility into customer history, and handled more tickets without significant headcount growth (four agents). Results include a 39% increase in online sales (partly attributed to improved chat and service), 430 live chats/month with a 7.21% chat conversion rate, ~350 monthly tickets, and strong responsiveness (75% of enquiries answered within 24 hours; 50% within 8 hours; 25% within 1 hour).

The Pas Group

Anna Samkova

Loyalty and Digital Manager