Case Study: NatureBox decreases phone volume 60% with Zendesk Support

NatureBox - Customer Case Study

NatureBox needed a simpler way to manage support as its subscription business grew and ticket volume rose to more than 19,000 tickets a month. The company had been handling phone and email through two different platforms, which made support increasingly difficult to manage.

NatureBox adopted Zendesk Support, then expanded to Zendesk Guide, Zendesk Chat, and Zendesk Talk to bring email, self-service, live chat, SMS, and callbacks into one platform. With Zendesk Support, the team saw a 60% drop in call volume within three months of adding chat, averaged a 17-second first response time against a 45-second goal, and maintained a 4.76 out of 5 overall CSAT rating.

NatureBox

Sierra Schwidder

Customer Experience Manager