Case Study: Minor Hotels improves resolution time by 55% with Zendesk Support

Minor Hotels improved its resolution time by 55% with Zendesk

Minor Hotels, a Thailand-based hospitality group with 154 hotels in 24 countries, used Zendesk Support to manage online customer service inquiries across its properties. As the company expanded, it struggled with scalability, unclear ownership across channels, and slow response times for email, chat, self service, web forms, and internal requests.

With Zendesk Support, Guide, and Chat, Minor Hotels rolled out live chat across six regions and used triggers and macros to route tickets to the right teams. The company improved full resolution time by 55% and cut first response time by 40%; on chat, average response time fell from 70 seconds to 50 seconds, while CSAT reached 97%.

Minor Hotels

K’lee Challinger

Social Media Optimization and Real-time Customer Service Manager