Case Study: Harris Farm Markets achieves a unified, data-driven customer experience with Zendesk Talk

Harris Farm Markets - Customer Case Study

Harris Farm Markets, a family‑owned Australian grocery chain with 23 stores and about 11 million customers a year, faced fragmented customer data and disjointed service channels across stores, a head‑office contact centre, email, social and NPS surveys. To become more customer‑centric and learn which interactions drive satisfaction, Harris Farm Markets turned to Zendesk Talk (using Zendesk Support and Talk) to unify its channels and analytics.

Zendesk Talk implemented a single platform that integrates voice and all customer channels, giving Harris Farm Markets consolidated analytics and clearer KPIs—call time, agent productivity and customer satisfaction—so the team can measure performance and act on feedback. Using Zendesk Talk’s data and account‑management guidance, the company moved from reactive ticket fixes to macro‑level decisions about customer experience, improving clarity in management and enabling targeted service improvements.

Harris Farm Markets

James Kerridge

Online Operations Manager