Case Study: BrowserStack achieves a 98% CSAT and faster response times with Zendesk Support

BrowserStack serves 36K customers and earns a 98% CSAT with Zendesk Support

BrowserStack, which serves 36K customers and supports testing across more than 1,100 desktop and mobile browsers, needed a customer service tool that could improve responsiveness while keeping a small support team lean. Head of Customer Support Prasun Choudhury evaluated Desk.com, Salesforce, Freshdesk, and Zendesk Support using 37 criteria as he looked for a better way to handle billing and technical support.

BrowserStack chose Zendesk Support and rolled it out in phases, adding email, social media, Zendesk Talk, an internal knowledge base, and automations to route tickets. The team also integrated Zendesk with its own platform to surface customer data on tickets. With Zendesk, BrowserStack reduced its average first response time to within an hour, reached 5 to 10 minutes on Twitter, cut Live tech support FRT to 26 minutes, and achieved a 98% CSAT.

BrowserStack

Prasun Choudhury

Head of Customer Support