Case Study: Datto Improves Support Efficiency and CSAT with Zendesk Support

Datto partners with Zendesk to create intelligent support solutions

Datto, a provider of data protection, backup and disaster recovery, and managed networking products, needed a better way to support customers across web tickets, live chat, and a knowledge base. As the company grew and expanded into more regions, its support team was managing a mix of home-grown solutions and needed a single system that could help it handle more complex service requests efficiently.

Datto turned to Zendesk Support to bring its support operations into one platform and improve routing, reporting, and response speed. The team also built an internal chatbot that integrates with the ticketing system to direct issues to the right people faster. With Zendesk, Datto improved visibility into ticket resolution and customer issues, and its CSAT scores went up to 5.0.

Datto

Jason Elston

Senior Director of North America Tech Support