Case Study: Wavy achieves 4x faster first replies and 25% conversion rate with Zendesk Messaging

Unifying the customer journey across Sales and Support

Wavy is a Paris-based B2B software startup that helps hair salons manage bookings, payments, and marketing. Rapid, double-digit growth made Salesforce too slow and complex for their needs, and the company needed a single, intuitive platform to unify sales and support, speed up responses, and improve customer experience.

Wavy moved to Zendesk Support Suite and Sell, configured omnichannel rules, integrated marketing automation and a Botmind chatbot, and began using Sell’s Maps for field prospecting. The change cut first-reply time from 25 to 5 minutes (a 400% improvement), lifted conversion to 25%, achieved 90% one-touch resolution, and drove an 89% CSAT—helping Wavy scale support, boost loyalty, and expand internationally.

Wavy

Romain Rodriguez

Head of Customer Support