Case Study: TrackR achieves 10.4% ticket deflection and faster response times with Zendesk Messaging

TrackR + Zendesk Deflecting tickets and letting Guide do the work

TrackR makes coin-sized Bluetooth item finders and a companion smartphone app to help consumers locate lost wallets, keys, and phones. As the company scaled to more than five million devices shipped, its Customer Success team was handling up to 25,000 emails and 1,200 chats per month but had only been using Zendesk as a shared inbox, resulting in long response times and a need for a more strategic, scalable support model.

TrackR fully implemented Zendesk Support with a tiered workflow and added Chat, Talk, Guide, Answer Bot, the Mobile SDK, and integrations (Shopify, social channels, Amazon). The changes drove a 10.4% ticket deflection rate (about 1,600 tickets in 30 days), cut first-response time from ~22 hours to well under their 8-hour SLA, and helped the team meet CSAT targets (≥80% email, 90% chat) while freeing agents to focus on complex issues.

TrackR

Daniel Reveles

Senior Manager of Customer Success