Case Study: Thrive Market achieves 93% customer satisfaction and a 54% reduction in cost per ticket with Zendesk Messaging

Thrive Market scales smartly with Zendesk

Thrive Market is a membership-based marketplace that makes organic and specialty products affordable and accessible to more than 500,000 members. With a passionate customer base asking detailed, diet-specific questions, the company faced the challenge of delivering fast, knowledgeable support at scale while keeping costs and headcount under control with a 75-agent team.

Using Zendesk Support, Chat, Talk, Guide and Explore for omnichannel support, self-service and analytics, Thrive Market shifted most contacts to chat and ramped up agent efficiency and knowledge. The result: 93% CSAT, a 54% decrease in cost per ticket, average handle time down to eight minutes (resolution time cut by 12 minutes), nearly 70% of 78,000 monthly contacts handled via chat, and the ability to scale service without tripling staff.

Thrive Market

Michelle Rascon

Customer Support Manager