Case Study: TrackR achieves 10.4% ticket deflection and faster support with Zendesk Talk

TrackR - Customer Case Study

TrackR, the maker of Bluetooth item finders, was fielding up to 25,000 emails and 1,200 chats per month and needed to scale support, cut response times, and reduce repetitive tickets. To do this they adopted Zendesk Talk as part of a broader Zendesk deployment — including Zendesk Support, Guide, Chat, Answer Bot, the Mobile SDK and Marketplace integrations — to move beyond a shared inbox and build a tiered, omnichannel support model.

By using Zendesk Talk and the rest of the Zendesk suite, TrackR implemented self-service with Answer Bot (deflecting about 1,600 tickets in 30 days, a 10.4% deflection rate), integrated Shopify and social channels, and embedded support in their app via the Mobile SDK. The changes drove measurable improvements: first response time improved from ~22 hours to well under their 8-hour SLA, CSAT targets (≥80% for email, 90% for chat) were met, and agents were freed to handle more complex issues.

TrackR

Daniel Reveles

Senior Manager of Customer Success