Case Study: Peloton achieves personalized, scalable member support and 90%+ CSAT with Zendesk Talk

Peloton offers members personalized support with Zendesk

Peloton, the connected‑fitness company known for its bikes and subscription classes, needed to deliver personalized, scalable member support as its customer base and product lines grew. With a 65‑person support organization and heavy phone volume, Peloton required a solution that could be deployed quickly, integrate with other systems, and capture full member history — including voice interactions handled via Zendesk Talk.

Peloton implemented an omnichannel Zendesk stack (Support, Guide, Chat) with phone integration through Zendesk Talk, tying every call to a ticket and integrating with JIRA, MaestroQA, Salesforce and Shopify to give agents a single view of members. The solution enabled rapid scaling from a handful of agents to 60+, handled about 20,000 phone tickets a month (roughly half of total volume), and helped drive strong outcomes: CSAT consistently over 90% and an NPS of 91, while improving first‑response times and personalized member experiences.

Peloton

Laura Mundell

Director of Member Support