Case Study: Edmunds achieves 92% CSAT and 87% one-touch resolutions with Zendesk Talk

Edmunds - Customer Case Study

Edmunds, the long-standing car-shopping site, needed a way to provide personalized, real-time customer support across chat, phone, SMS, email and social while tracking multiple engagements with the same buyer over time. To scale its Live Help program and enable remote agents, Edmunds selected Zendesk Talk, deploying Zendesk Support and Chat to power its Live Help team.

By using Zendesk Talk (with Zendesk Chat and Support), Edmunds now handles roughly 4,276 chats per month—about 50% of its volume—resolves 87% of tickets in one touch, and averages a 12-hour turnaround versus the industry 22-hour average, achieving a 92% overall CSAT. Zendesk Talk’s multi-chat, transfer and remote-access capabilities reduced missed interactions, sped resolutions, and supported Edmunds’ ROWE culture while keeping customer satisfaction high.

Edmunds

Justin Smith

Manager of the Live Help Program