Case Study: Edmunds.com achieves 50% of support volume from chat with Zendesk Support

Edmunds Live Help relies on Zendesk Chat for 50% of their volume

Edmunds.com wanted to give car shoppers more direct help while staying true to its self-service model. As demand for personalized support grew, the company needed a way to manage questions across live chat, SMS, email, phone, and social media, and it chose Zendesk Support and Zendesk Chat to handle that work.

With Zendesk Chat and Support, Edmunds.com’s Live Help team could respond in real time, handle multiple chats at once, and transfer conversations more easily across specialists and teams. The company reports 87% of tickets resolved in one touch, 50% of volume coming from chat, 4,276 chats per month, and 90% overall CSAT, while also averaging a 12-hour turnaround on tickets.

Edmunds.com

Justin Smith

Manager