Case Study: Box scales omnichannel customer service with Zendesk Support

How Box has scaled with Zendesk Support to offer full multichannel service

Box used Zendesk Support to help scale customer service as the company grew and expanded its support channels. Founded in 2005, Box needed a way to replace a cumbersome Windows-based system and gain better visibility across a customer base that ranged from individual consumers to businesses and developers.

Box implemented Zendesk Support in two months and later added Zendesk Chat, Guide, and API-based integrations to streamline omnichannel service across email, web form, web callback, self-service, Twitter, live chat, and phone. The changes saved 20–30 seconds per ticket, lifted satisfaction by 15–20 percent, reduced first response time by 20 percent, and helped Box reach 90 percent average CSAT for business customers and 97 percent for Premier customers.

Box

Jon Herstein

Senior Vice President of Customer Success