Case Study: Accent Group Limited achieves unified, customer‑focused support and manages 400% ticket growth with Zendesk Talk

Accent Group puts its best foot forward with customer-focused care

Accent Group Limited, the leading lifestyle footwear company in Australia and New Zealand with 450 retail stores and wholesale partnerships across 1,300 retailers, faced a fragmented, siloed customer‑support operation after rapid digital expansion. Customer communications exploded (ticket volume grew nearly 400% year over year), teams were using disparate tools like Outlook, and the business needed to modernize and scale support. Accent Group had been a customer since 2015 and turned to Zendesk Talk — using Support, Chat, Guide and Talk — to upgrade its approach.

Accent Group consolidated support teams across Melbourne, Sydney and Manila into a single Zendesk instance, using Zendesk Talk with Support and Chat plus automations and triggers to streamline workflows, create cross‑trained generalist agents, and centralize KPIs. The unified system delivered better visibility for resource decisions, faster, more consistent customer service (“one team, one dream”), and the data needed to quantify projects and measure impact as volume doubled — with Zendesk Talk enabling the operational and metric improvements that underpin the company’s ongoing CX roadmap.

Accent Group Limited

Mark Rizza

Head of Supply Chain