Case Study: Fossil Group consolidates support for 14 brands with Zendesk Support

Fossil consolidated tools to support 14 brands with Zendesk

Fossil Group used Zendesk Support, Zendesk Chat, and Zendesk Guide to support its wearables business after acquiring Misfit in 2015. The company needed a way to handle a complex mix of more than 300 products, more than 5,000 emails, chats, and web or mobile inquiries each week, and support across 14 brands and 21 languages.

With Zendesk Support, Fossil Group rolled out a multibrand, omnichannel setup for its global customer care organization and built modeled workflows for 14 brands in about a month. Using Zendesk’s help center, SLA tools, analytics, and app integrations, the team aimed to improve visibility into agent productivity, reduce silos, expand self-service, and eventually turn off some of its other global support tools.

Fossil Group

Bernie Gessner

Vice President of Global Customer Care & Retail Operations