Case Study: Scribd eliminates hours of support work with Zendesk Support

Automatic routing in Zendesk Support eliminated hours of work

Scribd, based in San Francisco, is the largest social publishing and reading site in the world, and its community support team was struggling to keep up as usage grew. Before moving to Zendesk Support, the team relied on Gmail filters and canned responses, but threads were getting lost and there was no way to track or connect tickets.

Scribd implemented Zendesk Support in a day and a half and matched it to the look and feel of its site. Zendesk Support’s automations now categorize incoming tickets by keyword and route them to the right technician, helping Scribd handle up to 600 support tickets per day and resolve about 95 percent within one day. The company also uses more than 100 macros, and Bentley said the automatic routing saves countless hours of work.

Scribd

Jason Bentley

Director of Community Support