Case Study: Showpo achieves faster resolution times and scalable 24/7 support with Zendesk Talk

How Showpo is scaling support with Zendesk

Showpo, an Australian e‑commerce fashion retailer selling to over 52 countries and growing ~50% year over year, faced mounting customer‑service strain as its support teams in Sydney and the Philippines struggled to meet SLAs and deliver fast resolution times. After finding Freshdesk’s reporting inadequate for staffing a 24‑hour operation, Showpo turned to Zendesk Talk, implementing The Zendesk Suite to gain clearer analytics and omnichannel support visibility.

By deploying Zendesk Talk (including Zendesk Guide and Explore) Showpo rebalanced its support coverage, centralized internal knowledge, and streamlined agent workflows. The result: agents handle large volumes—three‑month averages of 14K chats, 11K calls, and 21K emails—while beating KPIs (chats answered in 26 seconds, 4 seconds faster than target), improving SLA compliance, and enabling faster, data‑driven resourcing decisions.

Showpo

Paul Waddy

Head of Operations