Case Study: Animoto scales support and knowledge base with Zendesk Support

How Animoto leveraged light agents and a knowledge base to scale support

Animoto, a web-based video creation platform, quickly outgrew its email-based customer support process after adding one million users within a year. Its support inbox handled both business inquiries and support tickets, while a growing FAQ site required development resources that Animoto wanted to keep focused on its core product.

Animoto implemented Zendesk Support to run its help desk and knowledge base without pulling developers away from product work. The team used light agents, routing rules, category tagging, macros, triggers, forums, and single sign-on, and saw knowledge base traffic rise by 300 to 400 percent while inbound emails and tickets declined.

Animoto

Chris Korhonen

UX designer/developer