Case Study: KEEN (outdoor footwear brand) achieves 95% first-touch resolution and scalable omnichannel support with Zendesk Talk

KEEN puts its best foot forward with customers and partners

KEEN, the Portland-based outdoor footwear and gear company, faced fragmented customer support: legacy Cisco and Desk.com tools couldn’t unify phone and email channels or deliver the reporting needed across its B2C and B2B/partner operations. With roughly 55 agents handling about 6,900 B2C tickets per month and growing partner expectations for faster, tech-enabled service, KEEN turned to Zendesk Talk (alongside Zendesk Support, Guide, and Chat) to modernize its omnichannel support.

By implementing Zendesk Talk and the broader Zendesk suite, KEEN unified phone, email and chat, added multibrand help centers, private notes, macros, and Salesforce integrations via the Zendesk API. The results were measurable: 95% first-touch resolution on calls, the platform absorbed partner call spikes from 1,400 to 4,000/month, the B2C support team scaled by 200% with rapid agent onboarding, and teams created up to 65 custom reports—delivering higher B2B satisfaction and actionable insights that improved product and UX.

Keen

Evan Israel

Operations Specialist & Project Liaison