Case Study: Tony Bianco achieves 50% fewer tickets, 30% faster first response and 90% CSAT with Zendesk Talk

Footwear brand Tony Bianco provides customers with an omni-channel experience

Tony Bianco, an Australian footwear brand, faced a growing backlog of customer inquiries and lacked the processes and data to give online shoppers the same personalized attention as in‑store customers. To build an omnichannel experience, they adopted Zendesk products — notably Zendesk Support and Guide, added Zendesk Chat for live assistance, and rolled out Zendesk Talk to unify phone support on the same platform.

Using Zendesk Guide and the Knowledge Capture app to boost self‑service, plus integrated Chat and Zendesk Talk for real‑time support, Tony Bianco cut ticket volume by 50% (now ~1,500 inquiries/month), improved first response time by 30%, reduced phone volume by 40%, and raised CSAT to 90% with an NPS of 38 — demonstrating measurable gains from the Zendesk Talk‑centered solution.

Tony Bianco

Cassie Chen

Customer Experience and Loyalty Manager