Case Study: Handy saves 60% on CX costs with Zendesk Support

Handy saved 60% on CX costs by switching to Zendesk products

Handy, a New York City-based home services startup founded in 2012, needed a customer support tool that was easy for its Customer Experience team to run without contractors or engineers. The company wanted to keep support operations in-house while handling a growing volume of tickets across its markets.

Handy switched to Zendesk Support and also used Zendesk Guide, Multibrand, and apps from the Zendesk Apps Marketplace to organize queues, build self-service help centers, and support agents. The move took six weeks, and Handy reduced weekly ticket volume from about 12,000 to 8,000, met or exceeded its one-hour SLA 98 percent of the time, improved emails per hour response rate by 33 percent, saved 60 percent on CX costs, and increased customer satisfaction by 20 percent.

Handy

Dylan Henry

Director of Customer Experience