Case Study: RSi achieves 99% CSAT and manages 30,000 monthly tickets with Zendesk Support

Retail Solutions handles 30K tickets each month, earning a 99% satisfaction rating

RSi uses Zendesk Support to manage customer service for its retail analytics business. With more than 300 agents handling an average of 30,000 tickets per month, the company needed to move beyond a manual Outlook-based process and support a complex, distributed team across the United States, Europe, and Asia Pacific.

Using Zendesk’s omnichannel platform, including Support, Talk, Chat, and Guide, RSi centralized email, phone, chat, and self-service in one system. The company reports a 99% CSAT satisfaction rating and 92% SLA adherence to ticket targets, and says the unified platform has helped reduce customer churn by improving visibility into escalated tickets.

RSi

Ryan McCarthy

Senior Director of Global Customer Operations