Case Study: Republic Wireless achieves 90% improvement in time to first contact with Zendesk Support

Republic Wireless saw a 90% improvement in time to first contact

Republic Wireless, a Raleigh, North Carolina mobile phone company, needed a better way to manage support as its user base grew and ticket volume increased. Its previous ticketing system made it hard to track ongoing conversations, maintain visibility into replies and reopened tickets, and keep up with a growing backlog.

Republic Wireless adopted Zendesk Support in March 2013 to improve ongoing dialogue, scale affordably, and organize tickets with integrations, analytics, triggers, and automations. With Zendesk Support, the company saw a 90% improvement in time to first contact, response times drop from 35–40 hours to 1–2 hours, and CSAT rise from the mid-60s to upwards of 90 percent.

Republic Wireless

Josh Smith

Process Improvement Manager