Case Study: Evernote reduces ticket volume by 17% with Zendesk Support

Evernote saw a 17% reduction in ticket volume after configuring their help center

Evernote used Zendesk Support, along with Chat, Guide, and Talk, to manage support for a rapidly growing base of 200 million users. Its team needed a scalable way to handle a high volume of inquiries, most of which arrived by email and through a custom-built web form, while still offering self-service and multiple support channels.

With Zendesk Support, Evernote built a help center, added guided support questions, and used integrations and automation to streamline workflows across email, phone, and chat. The company saw a 17% reduction in total ticket volume, handled 4,000 tickets per week, and met a 30-second first response time for live chat at least 80% of the time.

Evernote

Gerald Hastie

Director of Global Customer Experience