Case Study: State of Tennessee achieves a 35% improvement in phone CSAT with Zendesk Talk

The State of Tennessee earned a 35% improvement in phone CSAT with the Zendesk omnichannel solution

State of Tennessee faced a sudden, drastic drop in phone customer satisfaction at its Department of Labor and Workforce Development—an urgent problem for an agency handling roughly 20,000 calls and 10,000 emails weekly. To diagnose and fix the issue, the State of Tennessee adopted Zendesk Talk as part of an omnichannel Zendesk solution (Zendesk Support, Guide, Chat, and Talk) to capture real-time CSAT data and surface the root cause quickly.

By using Zendesk Talk and the broader Zendesk suite, the team identified a buried “claim status” button and restored it within 30 minutes, then expanded the voice channel with 30 new agents; phone CSAT rose 35% (from 62.4% to 84.2%) within eight months. Zendesk Talk’s integration with Support, Guide, and Chat also cut onboarding from six months to six weeks, enabled ticket deflection and real-time KPIs, and helped the state save about $250,000 annually in maintenance fees.

State of Tennessee

Dustin Swayne

Deputy Commissioner, Tennessee Department of Labor and Workforce Development