Case Study: Peloton achieves personalized member support with Zendesk Support

Peloton offers members personalized support with Zendesk

Peloton used Zendesk Support to help deliver personalized member support as the company grew from a small startup to a large fitness brand. Its support team needed a system that could help them start interacting with members quickly and keep pace with a growing volume of inquiries across the member journey.

With Zendesk Support, Peloton added Zendesk Guide for self-service, Zendesk Chat for live chat, and Zendesk Talk for phone support, while also integrating other tools to connect support with engineering, quality assurance, sales, and eCommerce. The team now handles about 20,000 tickets each month, maintains a CSAT over 90 percent, and has a Net Promoter Score of 91, while using Zendesk reporting to refine support processes and keep responses personal.

Peloton

Laura Mundell

Director of Member Support