Case Study: Ebates achieves 93% CSAT and seamless omnichannel support with Zendesk Talk

Ebates earned a 93% CSAT score with the Zendesk omnichannel solution

Ebates, a global cash-back shopping service, needed to reassure skeptical new members, support customers across multiple languages and channels, and scale quickly for holiday spikes that quadruple weekly tickets. To meet these challenges Ebates adopted the Zendesk omnichannel solution—including Zendesk Talk, Support, Chat and Guide—so agents could work across phones, email, chat and social while leveraging custom APIs for ticket and order handling.

Using Zendesk Talk and the broader Zendesk platform, Ebates centralized omnichannel support, added a searchable help center with Guide, used Multibrand to scale regional sites, and built APIs to streamline workflows. The result: improved social handling, consistent eight-hour first responses, about 1,200 calls per week managed from global teams, and industry‑leading satisfaction—93% CSAT and a five‑star Trustpilot presence—crediting Zendesk Talk and the Zendesk suite for the measurable service gains.

Ebates

Dylan Campopiano

VP of Member Services