Case Study: Modsy achieves 7x faster resolution and 40 hours saved per week with Zendesk Talk

Designing the perfect living space is a snap with Modsy

Modsy, an online interior design service that creates shoppable 3D room renderings, struggled with a patchwork of disparate support tools that forced agents to toggle between multiple systems and left little visibility into customers’ cross-channel histories as the business scaled. To unify support and improve both agent and customer experiences, Modsy implemented Zendesk — including Zendesk Talk, Support, and Chat — to provide a single omnichannel platform.

Using Zendesk Talk and the broader Zendesk suite, Modsy centralized customer histories, streamlined routing and macros, and gained robust reporting and tagging to drive product and operational improvements. The change delivered measurable impact: a 7x decline in resolution time, a 26% increase in calls answered (from ~75% to 90–95%), an 11% rise in CSAT to 98%, and roughly 40 hours saved per week (about one full-time employee). Zendesk Talk’s integration also enabled faster workflow changes and better cross-team collaboration.

Modsy

Stephanie Mohr

Head of Customer Success