Case Study: NatureBox reduces phone volume 60% and boosts support efficiency with Zendesk Talk

NatureBox - Customer Case Study

NatureBox, a membership-based snack retailer, faced rapidly growing support volume—more than 19,000 tickets a month—managed across multiple platforms, which made multichannel support unwieldy. To simplify and centralize support, NatureBox adopted the Zendesk platform (Support, Chat, Guide) and later added Zendesk Talk for phone and SMS capabilities.

Using Zendesk Talk as part of a multichannel solution with Zendesk Support, Chat, and Guide, NatureBox pushed chat and SMS to the front line, kept phone as a voicemail/callback option, and embedded an internal knowledge base for agents. The results were measurable: a 60% drop in call volume within three months, an average chat first-response time of 17 seconds, higher CSAT for SMS, an overall CSAT of 4.76/5, and an estimated 45–60 seconds saved per ticket thanks to the Magento integration.

NatureBox

Sierra Schwidder

Customer Experience Manager