Case Study: Bing Lee achieves faster click-and-collect and 91% CSAT with Zendesk Messaging

With Zendesk, Bing Lee continues its tradition of putting customers first

Bing Lee is a family-run Australian electronics retailer known for its customer-first service across 38 stores, but rising online shopping and Amazon-level expectations exposed gaps in its legacy email and manual workflows. The company needed a cloud-based, intuitive, scalable platform that would unify online and in-store communication, integrate with systems like Magento, and support seasonal volume spikes.

Bing Lee implemented Zendesk Chat (and later Zendesk Support), rolling it out to its online team, audit team and all 38 stores to power click-and-collect, price-matching, stock and shipping inquiries. Custom Magento integration, Google SSO and tools like ChannelReply and Hangouts streamlined workflows; the result was stronger click-and-collect adoption (Christmas 2017 saw its largest uptake and one-in-three repeat buyers), faster handling of ~3,000 chats and 4,000 tickets monthly, higher agent productivity and a 91% average CSAT.

Bing Lee

Nigel Price

Head of E-commerce