Case Study: Fairfax Media reduces support costs by 25% with Zendesk Support

With Zendesk Support, Fairfax media reduced cost by 25%

Fairfax Media is a digitally progressive media company in Australia and New Zealand that focuses on building lasting relationships with readers and subscribers. To support that goal, it needed a better way to manage customer interactions, track service performance, and stay responsive as its digital subscription business grew. It used Zendesk Support as its support center and ticketing solution, along with CRM, NPS reporting, and agent tracking.

With Zendesk Support, Fairfax Media reduced costs by 25 percent, increased NPS by 15 points, and improved first-contact resolution. Andrew Porter said Zendesk also helped the team move faster, allowing it to add a feature or implement a survey in about one week instead of months.

Fairfax Media

Andrew Porter

Director of Customer & Subscriptions