Case Study: Cleverbridge achieves 24% ticket deflection with Zendesk Support

cleverbridge - Customer Case Study

Cleverbridge, a global e-commerce company, needed a more robust customer service platform to replace a bare-bones email system that lacked ticketing, analytics, and reporting. With 162 agents supporting both B2B software publishers and B2C end users in seven languages, the company chose Zendesk Support after reviewing 18 providers.

Using Zendesk Support and Zendesk Guide, cleverbridge quickly trained its team, launched a help center for self-service, and added tools for multilingual support, SLAs, and queue management. The company reported a 24% ticket deflection rate, 99% SLA adherence, and about 20 to 25 percent lower support costs year-over-year, even as it grew.

Cleverbridge

Joe Schnaufer

Global Director of Customer Support