Case Study: Cotton On Group achieves a single view of customer service with Zendesk Support

The Cotton On Group leverages Multibrand to support 8 brands on Zendesk Support

Cotton On Group used Zendesk Support to manage customer service for its eight brands, handling more than 15,000 tickets per month across regions and channels. The team had been using Support for nearly three years, but it lacked visibility across teams and found it difficult to improve service while requests came in around the clock.

By adopting Zendesk Support’s Multibrand feature, Cotton On Group was able to manage multiple brands in one instance, keep seven help centers on a shared template, and use automations to triage tickets more efficiently. The company said this gave it a single view of customer service across the group, with overall customer satisfaction at 87%, while also reducing manual updates and helping managers spot issues faster.

Cotton On Group

Luke Wallace

Customer Service & Engagement Manager