Case Study: Squarespace achieves 95% customer satisfaction and scalable omnichannel support with Zendesk Talk

Millions turn to Squarespace for a great customer experience

SquareSpace, the website-building platform, faced the challenge of supporting millions of customers while keeping responses fast, managing multilingual email and help-article workflows, and consolidating several fragmented support tools. In 2015 the company adopted Zendesk Talk as part of the broader Zendesk suite (Support, Guide, Chat, Talk) to create a single omnichannel platform for advisors and content teams.

Using Zendesk Talk and the Zendesk suite, SquareSpace implemented 24/7 omnichannel support, a mobile SDK and API integrations, and a robust self-service help center with 900 articles. The results: a 95% average customer satisfaction rating, a 95% self-service success rate, more than 15.5 million help-center visits (about 2 million/month), a 27% increase in knowledge usage, and stable headcount despite growth—demonstrating tangible scale and efficiency gains with Zendesk Talk.

SquareSpace

Raphael Fontes

Vice President of Customer Operations