Case Study: Groupon scales global customer support with Zendesk Support

Groupon chose Zendesk Support to help scale support for their massive international business

Groupon chose Zendesk Support to help manage customer service as its business expanded rapidly across more than 500 markets and 40 countries. After initially handling requests by email, the company became overwhelmed as its customer base grew and needed a real ticketing solution that would not slow down service.

With Zendesk Support, Groupon gained an intuitive, web-based system that could scale with its volume and support nearly 2,000 customer support agents handling nearly 30,000 tickets per day. The company uses macros and personalization tools to train agents for one-touch resolution and maintain a human tone, while also improving reporting and allowing new departments to be added without calling a consultant.

Groupon

Joe Harrow

Director of Customer Service