Case Study: UncommonGoods reduces email volume by 72% with Zendesk Support

UncommonGoods reduced their email volume by 72% with Zendesk Support

UncommonGoods used Zendesk Support to handle a high volume of customer questions across phone, email, and live chat. During slower periods the retailer handled about 700 emails per day, and over the holidays that number rose to as many as 2,400, while its previous email system was slow and cumbersome.

With Zendesk Support, UncommonGoods created a unified ticketing workflow, improved filtering for away messages and spam, and built FAQs in its help center. The company reduced email volume by 72%, cut order-related contacts from 38% to 23%, and reported a customer satisfaction score around 94.5%.

UncommonGoods

Jen Grim

Director of Customer Service