Case Study: Made.com improves customer support and reporting with Zendesk Support

Made.com offers multichannel support through Zendesk Support

Made.com, the online retailer of designer furniture, needed a customer support system that could keep up with rapid growth and service customers across the UK, Ireland, France, Italy, the Netherlands, and soon Germany. Its team of 40 agents handled contacts by phone, email, web form, and chat, but the company needed a better way to manage tickets, reporting, and customer questions as it expanded.

Made.com chose Zendesk Support to organize its support operation, add automations and triggers, and build a searchable help center. The company also used the Light Agent feature to share tickets with its Shanghai office, improving visibility for product quality issues and carrier feedback. As a result, Made.com gained faster access to ticket details, better reporting, and a way to answer recurring questions before customers needed to ask.

Made.com

Dee Kumar

Head of Customer Services