Case Study: Harry’s achieves a 50% reduction in call abandonment and answers 80% of calls within 60 seconds with Zendesk Talk

Harry's - Customer Case Study

Harry's, the New York–based men's grooming company, faced rapid growth and needed to scale customer service across phone, email, chat, and social while keeping response times and quality high. To meet that challenge they continued using Zendesk Support and adopted Zendesk Talk to consolidate voice with other channels and streamline routing and triage.

Using Zendesk Talk alongside Zendesk Support, Harry's centralized teams (including Trust & Safety), automated tagging and routing via the Zendesk API, and implemented macros and business rules to save time. The results: abandonment rate dropped by over 50%, 80% of calls are answered within 60 seconds, voice now represents 50% of support volume in-system, and the team achieved measurable efficiency gains while maintaining SLAs and customer experience.

Harry's

Katie Rogers

Senior Director of Customer Experience