Case Study: The PAS Group boosts online sales with Zendesk Support

The PAS Group - Customer Case Study

The PAS Group, one of Australia’s largest fashion apparel businesses, needed a more unified way to handle customer enquiries across brands, channels, and support systems. Its team was managing emails, forms, social accounts, phone, and live chat in separate tools, with limited visibility into customer history and no easy way to see what other enquiries were coming in.

The PAS Group implemented Zendesk Support, first for the REVIEW brand and then across other brands, and later added Zendesk Chat to connect live chat with support. The company says the change helped keep the team lean at four agents, with 75% of enquiries answered within 24 hours, 50% handled in less than 8 hours, and online sales up 39%, with live chat and faster responses playing a large part in that result.

The Pas Group

Anna Samkova

Loyalty and Digital Manager