Case Study: JibJab meets SLAs and scales holiday support with Zendesk Support and ModSquad

JibJab uses Zendesk Support and ModSquad to meet SLAs even with a 10x volume increase

JibJab used Zendesk Support and ModSquad to handle a customer support surge tied to its holiday business. In 2013, its two-person team was overwhelmed by email and phone tickets, response times slipped badly, and some holiday-card tickets were still being answered in February.

With Zendesk Support, JibJab and ModSquad added flexible staffing, macros, triggers, reporting, and a help center to scale support up and down through the year. Between November and December 2014, ticket volume rose from 8,000 per month to nearly 80,000, yet JibJab still met its 24-hour SLA, kept Christmas response time under 10 hours, and improved first response time, resolution time, and customer satisfaction.

JibJab

Alessandra Souers

Brand Director