Case Study: Vend improves response time by more than 300% with Zendesk Support

Vend improved response time by more than 300%

Vend, a point-of-sale company serving retailers, needed a customer support system that could keep up with rapid growth. Its existing tool could not properly track, assign, or report on tickets, and the team was worried about moving without losing customer history.

Vend chose Zendesk Support and migrated in four weeks, using forums, search analytics, and reporting to manage support and reduce inbound tickets. With Zendesk Support, Vend said its first response time improved by more than 300%, paying customers doubled in six months, ticket growth stayed at about 20%, and customer satisfaction remained above 90%.

Vend

Nick Houldsworth

Head of Marketing