Case Study: BrowserStack achieves 98% CSAT and sub-hour response times with Zendesk Talk

BrowserStack - Customer Case Study

BrowserStack, which serves 36K customers and runs a lean support team of 11 agents, needed a more responsive, multi‑channel customer service platform after outgrowing Desk.com. Head of Customer Support Prasun Choudhury evaluated vendors and selected Zendesk, adopting Zendesk Support and Zendesk Talk to enable integrated email, social, phone channels, SLA management, and stronger reporting.

With Zendesk Talk and Zendesk Support, BrowserStack rolled out phone support, social and email ticketing, an internal knowledge base, automations/triggers, and deep API integrations to auto-create tickets with customer data. The changes drove measurable improvements: average first response time now under an hour (5–10 minutes on Twitter), Live tech FRT reduced to 26 minutes, and an overall CSAT of 98%, while Zendesk’s reporting provides the actionable metrics used for staffing and performance decisions.

BrowserStack

Prasun Choudhury

Head of Customer Support