Case Study: Foursquare achieves 32:1 self-service support with Zendesk Support

Foursquare leverages self-service to serve more customers, faster

Foursquare needed a customer support system that could scale as the company grew from its 2009 launch to more than 50 million users worldwide and, later, 1.6 million merchants using its advertising tools. The team wanted to answer simple questions quickly while still handling more complex requests from advertisers with the right tone and speed.

Foursquare selected Zendesk Support for its ease of use and the insights it provided, and used a Foursquare-branded help center to let customers find answers on their own. With Zendesk Support, the company built a self-service-to-ticket ratio of 32 to 1, achieved a 97 percent self-service success rate, and maintained 95 percent customer satisfaction with a team of just two full-time representatives and rotating interns.

Foursquare

Tracey Churray

Director of Customer Service