Case Study: Le Tote reduces live chat volume by 60% with Zendesk Support

The Embeddables web widget reduced Le Tote's live chat volume by 60%

Le Tote used Zendesk Support to help its customer service team keep pace with rapid growth. As the apparel rental company expanded at a rate of 50 percent a month and saw customer service requests rise by more than 900 percent, it needed a way for agents to provide personalized, proactive support while still handling routine questions efficiently.

With Zendesk Support, Le Tote added Embeddables, including the Mobile SDK and Web Widget, so customers could contact support from the app or website and search for answers without leaving the shopping experience. Two weeks after the web widget launch, chat requests had fallen by more than 60 percent, tickets handled per agent had more than tripled from 260 to 834, monthly ticket volume increased from 780 to 6,677, and Le Tote maintained a 94% customer satisfaction rating.

Le Tote

Aubrie Rice

Customer Development Manager