Case Study: DYME achieves 90%+ CSAT and a scalable cannabis customer experience with Zendesk Talk

DYME refines the cannabis customer experience with Zendesk

DYME, a publicly traded cannabis operator offering brands, distribution, and the Chill delivery service, faced the challenge of bringing modern customer experience to a highly regulated, fast-growing industry. With a 500% growth year, a mixed B2B/B2C model serving nearly half a million customers and 780+ dispensaries, DYME needed scalable, customer-first tools to manage omnichannel support and complex account relationships—so the company turned to Zendesk Talk and The Zendesk Suite (Support, Sell/Duet, Explore, Guide and integrated channels).

Using Zendesk Talk and the broader Zendesk Suite, DYME built multi‑brand help centers, omnichannel support (email, phone, chat, Messenger), embedded chat for Chill, and CRM workflows with Sell/Duet plus reporting in Explore and self-service via Guide. The result: sustained CSAT in the low-to-mid 90s while ticket volume rose ~25% month-over-month, most tickets receive first reply in under an hour and chats in ~1 minute, support for ~3,000 weekly deliveries in two markets, and clearer client health tracking that reduces surprise churn.

DYME

Lawrence Lewis

Senior Director of Client Services