Case Study: Ebates achieves 93% CSAT with Zendesk Support

Ebates earned a 93% CSAT score with the Zendesk omnichannel solution

Ebates provides cash back to shoppers worldwide, and its member services team had to overcome the “too-good-to-be-true” perception while handling growing support demand across regions and languages. Before switching to Zendesk Support in 2014, the company was using email only and wanted to expand to more channels, use API technology, and give agents more flexibility.

With Zendesk Support, Ebates added omnichannel support through email, phone, live chat, social media, and a help center using Zendesk Talk, Chat, and Guide. The company said the platform helped it reach a 93% CSAT score, improve social support, meet an eight-hour first response time goal, and manage 1,200 calls per week, while also giving its help center search and multibrand capabilities.

Ebates

Dylan Campopiano

VP of Member Services