Case Study: Forever New improves first response time by 73% with Zendesk Support

First response time to 250 stores improved by 73%

Forever New, an Australian fashion clothing and accessories brand, grew from a startup retailer in 2006 to 250 stores in 9 countries. As the business expanded, its small IT team struggled to keep up with rising support requests from multiple channels and limited visibility across internal business functions.

Forever New turned to Zendesk Support to create a single source for issue resolution, route and prioritize requests, and track work more efficiently. With Zendesk Support, the team now manages internal and external queries from one central system, and first response time to 250 stores improved by 73%, helping the business deliver more consistent service and better transparency.

Forever New

Matt Keays

General Manager of IT