Case Study: Dreams improves customer support with Zendesk Support

Dreams uses Zendesk Support's analytics and CSAT ratings to provide better customer support

Dreams, Britain’s leading bed specialist, needed a support tool that could be deployed quickly during a peak season to handle a high volume of incoming service requests. The company, which serves 179 stores and delivers 9,000 beds per week, turned to Zendesk Support to help its customer service team respond efficiently.

With Zendesk Support’s analytics and CSAT ratings, Dreams was able to track individual agent satisfaction scores, use them in one-to-ones, and review customer feedback to improve service. The team also saved time preparing weekly meetings, and Julian O’Hare said Zendesk helped Dreams drive contacts down to their lowest point ever.

Dreams

Julian O’Hare

Customer Service Controller