Case Study: Aurora Fashions improves omnichannel customer service with Zendesk Support

Aurora Fashions supports multiple brands and delivers an omnichannel experience

Aurora Fashions, which supports multiple brands across 1,250 stores in 38 countries, needed a better way to manage customer service across email, web form, social channels, live chat, web, and mobile. The team had been using a system that was difficult to change and did not support the level of transparency, autonomy, and omnichannel service the business wanted. Aurora Fashions turned to Zendesk Support to help improve customer experience across its retail brands.

With Zendesk Support, Aurora Fashions built a more agile support operation with visual dashboards, analytics, and more agent autonomy. In a survey of 84 support agents, 83% said they preferred Zendesk Support to the previous solution. The company also said Zendesk Support helped make customer service more data-driven, improved upskilling, and “definitely saved us money.”

Aurora Fashions

Maria McCann

Customer Service Philosophy