Case Study: Le Tote triples agent productivity and handles a 900% ticket surge with Zendesk Messaging

Tripling agent productivity to handle a 900% increase in ticket volume

Le Tote is a fashion rental startup that sends personalized clothing totes to subscribers and was growing about 50% month‑over‑month. That rapid popularity required agents to capture detailed style preferences for each customer, and support requests spiked by over 900%, creating a need to scale service without losing personalization.

Le Tote adopted Zendesk Support and Embeddables (Chat, Mobile SDK, Web Widget) to automate routine interactions, surface self‑help, and trigger proactive outreach. Chat volume fell ~60%, agents’ ticket throughput tripled (from 260 to 834 per agent), monthly tickets rose to 6,677 but were handled with just five additional hires (8 total), conversions improved, and customer satisfaction stayed high at 94%.

Le Tote

Aubrie Rice

Customer Development Manager