Case Study: ShipStation achieves scalable, data-driven customer support and dramatically reduced chat abandonment with Zendesk Talk

How ShipStation helps companies grow with efficient, easy customer experiences

ShipStation, a web-based shipping software company serving e-commerce merchants, faced the dual challenge of scaling customer support during rapid growth and getting reliable data to plan staffing and processes. After struggling with inconsistent reporting from their previous tool, ShipStation adopted the Zendesk Suite (Support, Guide, Chat, Talk) — working with vendor Zendesk Talk — to provide an omnichannel platform and better analytics for its support, pre-sales chat, and ShipEngine developer teams.

Using Zendesk Talk as part of the Zendesk Suite to centralize channels, surface help-center content, and run analytics, ShipStation improved agent efficiency and workforce planning. Measurable results include a drop in chat abandonment from ~22% to about 1.4% during the busy Christmas period, a 40% year‑over‑year increase in interactions visibility for planning, faster onboarding via searchable Support content, and operational improvements that helped partners like Latika Body Essentials keep shipping error rates to about 2.5% during a major sales spike.

ShipStation

Delano Mireles

Director of Worldwide Support