Case Study: Birchbox achieves faster, personalized omnichannel support and lower costs with Zendesk Talk

From beauty products to customer service—breaking the mold the Birchbox way

Birchbox, the sample-size beauty subscription service, needed to scale personalized customer support as it grew from a small email team to 54 agents handling nearly 38,000 monthly tickets across email, Facebook Messenger, phone, SMS and live chat. To unify channels and keep fast, personalized responses—especially as customers began preferring text—Birchbox adopted Zendesk Talk and the wider Zendesk suite (Support, Guide, Talk, Chat).

Using Zendesk Talk and other Zendesk products plus Stella Connect for service recovery, Birchbox centralized its support channels, improved reporting, and empowered agents to follow up on low-rated interactions. The results included the team’s lowest resolution time in 2018, first responses via text under two hours, a steady decline in ticket volume (–15% in 2016, –3% in 2017, –22% in 2018) and major reductions in cost per contact (–40% in 2016, –18% in 2017, –39% in 2018), alongside better self-service and operational insights.

Birchbox

Leanna Nazzisi

Customer Operations Coordinator