Case Study: Shaadi.com achieves 90% customer satisfaction and 40% shorter wait times with Zendesk Talk

Shaadi uses Zendesk to help singles find love

Shaadi.com, a leading Indian matchmaking service founded in 1996, faced growing customer support challenges as user queries tripled in two years and interactions across chat, email, and phone were fragmented. To create a more pleasant, reliable experience for people making life-changing decisions, Shaadi.com partnered with Zendesk Talk and deployed Zendesk products — Support, Guide, Chat, and Talk — to unify communications and improve response visibility.

Zendesk Talk implemented an omnichannel support solution that consolidated customer information, stopped parallel conversations, and added contextual self-service via Guide to deflect queries. As a result, Shaadi.com achieved a 40% wait‑time reduction, 90% customer satisfaction, and cut operational costs by 50% while handling three times the query volume — demonstrating Zendesk Talk’s measurable impact on service quality and efficiency.

Shaadi.com

Gourav Rakshit

Chief Executive Officer