Case Study: Dunlop Sports achieves omnichannel CX efficiency with Zendesk Support

Dunlop Sports boosts CSAT to 95.3% with Zendesk Support

Dunlop Sports, a global sports equipment company, faced challenges with its outdated call center and lack of centralized data reporting. They needed a new solution to transform their customer experience (CX) operation into an efficient omnichannel hub. To address this, they turned to the vendor Zendesk Support and implemented Zendesk Suite.

The solution involved implementing Zendesk as a centralized omnichannel support hub, utilizing voice, email, chat, and messaging. This provided the workflows and, most importantly, the unified data reporting they needed. The results for Dunlop Sports were impressive, including a 95.8% SLA adherence, an 89% faster answer time, a 96% decrease in abandonment rate, and a CSAT score of 95.3%. Zendesk enabled them to handle growing ticket volumes efficiently and dramatically improve their service quality.

Dunlop Sports