Case Study: Evernote achieves 17% reduction in ticket volume with Zendesk Talk

Evernote saw a 17% reduction in ticket volume after configuring their help center

Evernote, which supports around 200 million users and fields roughly 4,000 paid-customer tickets per week, needed to scale support, improve response times, and reduce volume through better self-service. To do this it partnered with Zendesk Talk (using Zendesk Support, Guide, Chat and Talk) to unify channels, meet SLAs for live chat, and provide multilingual help across email, chat and a dynamic help center.

Zendesk Talk helped Evernote implement a guided, searchable help center (using the Zendesk API), chat and phone integrations that auto‑generate tickets, and SLAs including a 30‑second first response goal for live chat. As a result, Evernote achieved a 17% reduction in ticket volume, meets its 30‑second live chat target about 80% of the time, and expanded multilingual support, improving productivity and customer retention through the Zendesk Talk platform.

Evernote

Gerald Hastie

Director of Global Customer Experience