Case Study: Serato scales customer support with Zendesk Support

Zendesk Support allows Serato to be agile and scale their support

Serato, a New Zealand-based software company serving DJs and music hobbyists, needed a better way to handle support as its audience and ticket volume grew. Before using Zendesk Support, the team relied mainly on email and a community forum, which made responses slow and limited their ability to manage multiple channels.

With Zendesk Support and Guide, Serato brought requests from Facebook, Twitter, email, phone, and its website into one place and gained customer ticket history for more context. The company now handles roughly 7,000 tickets a month, at least twice what it managed with its old tools, and says Zendesk Support has given it a clean, powerful system that can scale as it grows.

Serato

Aaron Eddington

Support Manager