Case Study: BaubleBar improves customer service and reporting with Zendesk Support

BaubleBar chose Zendesk Support for its integration with Magento

BaubleBar, the Manhattan-based jewelry retailer, wanted to make online shopping and support feel as personal as an in-store experience. Before switching from Desk.com, the team found it difficult to see order information alongside customer information, which made service slower and less connected. The company chose Zendesk Support for its integration with Magento.

With Zendesk Support, BaubleBar’s agents can see key information on screen, follow the full lifecycle of a ticket, and use real-time reporting to improve how the team works and reports results. The company also expanded Support with light agents across product development, production, fulfillment, and personalization, while handling about 2,000 tickets per month and maintaining a median first reply time of 13 hours.

Baublebar

Nina Alexander-Hurst

VP of customer experience