Case Study: Daniel Wellington achieves scalable 24/7 global customer service and increased sales with Zendesk Talk

Daniel Wellington seamlessly scales customer service worldwide with Zendesk

Daniel Wellington, the global watch and accessories brand, faced rapid growth and needed a scalable, omnichannel customer service solution to support 24/7 operations across multiple regions and 80 agents. To centralize workflows and capture cross-channel data, Daniel Wellington implemented Zendesk products (Support, Guide and Chat) through Zendesk Talk.

Using Zendesk Talk to unify support and self-service, Daniel Wellington handled about 200,000 tickets in 2018 (peaking at ~1,500/day), removed Black Friday wait times by routing chat to a dedicated server, and increased revenue from chat—35% of Black Friday chats resulted in cross-sell or upsell. Zendesk Talk also improved CSAT tracking, reduced returns by guiding pre-sales customers to the right product, enabled new services (like repairs) from customer insights, and delivered global consistency and actionable intelligence for ongoing optimization.

Daniel Wellington

Anton Blom

Customer Service Manager Europe