Case Study: Tony Bianco achieves omnichannel customer support improvements with Zendesk Support

Footwear brand Tony Bianco provides customers with an omni-channel experience

Tony Bianco, Australia’s leading footwear brand, wanted to give online shoppers the same personal attention they received in store. The team was dealing with a backlog of inquiries and calls and lacked the process, insights, and data needed to keep up. Tony Bianco had already implemented Zendesk Support and looked for a way to improve its customer service operation.

Using Zendesk Support, Guide, Chat, and Talk, Tony Bianco built an omnichannel support setup with self-service and live channels running through one platform. The results included a 50 percent reduction in ticket volume to around 1,500 inquiries per month, a 30 percent improvement in first response time, and a 90 percent customer support CSAT. Zendesk Chat also helped reduce phone volume by 40 percent, and Guide drove 30 percent ticket deflection.

Tony Bianco

Cassie Chen

Customer Experience and Loyalty Manager