Case Study: Box achieves scalable omnichannel support and higher customer satisfaction with Zendesk Talk

Box - Customer Case Study

Box, a cloud content-management company serving more than 41 million users and 74,000 companies, faced rapid growth and the need to scale omnichannel customer service while gaining visibility into ticket lifecycles. To replace a cumbersome Windows-based system and unify channels, Box turned to Zendesk Talk (and the broader Zendesk suite including Zendesk Support and Zendesk Chat) to streamline agent workflows and support email, chat, web callback, phone, and social channels.

Working with Zendesk Talk’s professional services, Box reconfigured queues by plan, enabled SLAs and better routing, replaced third-party chat with Zendesk Chat, and integrated voice and other systems via the Zendesk API. The result: 20–30 seconds saved per ticket, an immediate 15–20% lift in satisfaction, sustained CSAT of about 90% for business and 97% for Premier customers, a 20% decrease in first response time, and much-improved callback SLA performance across 14,000–16,000 monthly tickets.

Box

Jon Herstein

Senior Vice President of Customer Success