Case Study: Lightspeed achieves 93% CSAT with Zendesk Support

Lightspeed earns a 93% CSAT rating with Zendesk Support and Guide

Lightspeed uses Zendesk Support and Guide to manage customer support as the company grew from a four-person startup to a business serving more than 45,000 customers in 101 countries. As ticket volume increased and the support team expanded, it needed a tool that could help agents respond efficiently while still providing personal service in multiple languages.

With Zendesk Support, Lightspeed built workflows with more than 160 triggers, used macros, and added automatic routing so agents could respond in customers’ preferred languages. The team also used Zendesk Guide for self-service, built Salesforce integrations, and began deploying Zendesk Chat. Lightspeed reports a 93% CSAT rating, and says the number of tickets from new customers is trending down while Zendesk has saved time on every transaction.

Lightspeed

Dan Ross

Support Operations Manager