Case Study: TrackR achieves 10.4% ticket deflection with Zendesk Support

TrackR - Customer Case Study

TrackR, a company that makes coin-sized wireless item finders, needed a more strategic support setup as it scaled. It had begun using Zendesk Support in 2013, but initially only as a shared inbox, and by 2015 the customer success team needed better workflows, more channels, and stronger self-service to handle about 25,000 emails and 1,200 chats a month.

TrackR reworked its support operation with Zendesk Support, Zendesk Chat, Zendesk Talk, and Zendesk Guide, including Answer Bot, the Mobile SDK, and integrations through the Zendesk Apps Marketplace. With Zendesk, it deflected almost 1,600 tickets in 30 days at a 10.4% deflection rate, kept first response time well under its 8-hour maximum compared with 22 hours before, and met CSAT targets of at least 80% for email and 90% for chat.

TrackR

Daniel Reveles

Senior Manager of Customer Success