Case Study: Missouri Star Quilt Company achieves 30% higher call answer rate and 97% CSAT with Zendesk Sell

Missouri Star Quilt Company uses Zendesk to offer deeply personal customer support

Missouri Star Quilt Company, the world’s largest online retailer of fabric and quilting supplies based in Hamilton, MO, grew rapidly from YouTube fame into a business with 12 stores, 400 employees and more than 22,000 monthly support tickets. Faced with dropped calls, weak reporting, and the need to serve a multigenerational “quilting family” across preferred channels while capturing actionable data, the company turned to Zendesk solutions (Talk, Chat, Guide, Support) and planned to integrate Zendesk Sell to better align sales and service.

By implementing Zendesk (custom IVR greetings, skills-based routing, Zendesk Chat and an internal Guide knowledge base) Missouri Star raised its answer rate by 30% to 95% and routinely achieves a 97% CSAT while managing high volumes and 500,000+ subscribers. Zendesk Sell will connect wholesale and support workflows, and the broader Zendesk platform delivered game-changing data via ticket tagging and reporting that drives product decisions, reduces issues and enables proactive customer outreach.

Missouri Star Quilt Company

Wendi Mills

Customer Service Manager