Case Study: LJ Hooker achieves 99% satisfaction with Zendesk Support

With Zendesk Support, LJ Hooker earns a 99% satisfaction rating

LJ Hooker is Australia’s best-known and most trusted real estate brand, with a franchise network of 700 offices across Australasia. As the company’s support network grew, its team needed a better way to share knowledge, deploy new tools, and provide technical and operational support than the Outlook-based process it had been using.

LJ Hooker selected Zendesk Support in January 2011 as its cloud-based customer support system. With Zendesk Support, the team handles around 3,300 support queries a month, solves 83 percent in less than 2 hours and 91 percent within 24 hours, and now resolves over 20 percent more queries per month with the same number of staff; the company also earns a 99% satisfaction rating.

LJ Hooker

Ian Iglesia

Manager of the Support Centre