Case Study: AdRoll cuts first reply times in half with Zendesk Support

AdRoll cut their first reply times in half with Zendesk Support

AdRoll, a global leader in retargeting digital advertising, grew quickly and found that seven teams were using Zendesk Support in different ways, with no standardization. As the company expanded from 10,000 customers in 2013 to more than 25,000 by 2016, its operations team needed a more consistent way to manage customer interactions across departments.

AdRoll re-evaluated its tools and re-adopted Zendesk Support, then spent 9 months overhauling its support structure around a single, standardized instance. Using the Zendesk Support API and developer platform, it built custom Salesforce and “Pitch app” integrations to track support, upsell, and cross-sell activity in one place; the company also cut first reply times in half.

AdRoll

Sam Trachtenberg

Vice President of Operations