Case Study: Harry's scales customer service and saves time with Zendesk Support

Harry's scaled their customer service and saved time using Zendesk Support

Harry’s, the New York-based men’s grooming company, needed a customer service system that could keep up as the brand grew from a dozen people to more than 170. Katie Rogers, Senior Director of Customer Experience, had previously used Zendesk Support and chose it again for Harry’s because it could be set up quickly and customized as needed.

Using Zendesk Support and Zendesk Talk, Harry’s centralized support across phone, email, live chat, and social media, while also routing work through shared instances with Trust & Safety and other internal teams. The company used Zendesk APIs, macros, business rules, and automation to tag, route, and prioritize tickets, and within the past year it reduced abandonment rate by over 50% and answered 80 percent of calls in 60 seconds or less.

Harry's

Katie Rogers

Senior Director of Customer Experience