Case Study: AdRoll cuts first-reply times in half and standardizes support with Zendesk Support

AdRoll cut their first reply times in half with Zendesk Support

AdRoll, a global leader in retargeting with 25,000+ customers and about 500 employees, was growing fast and struggling with fragmented support: seven ungoverned Zendesk instances, inconsistent processes, and limited visibility into customer interactions. Leadership needed to standardize tools and workflows, unify the customer experience, and find a way to measure customer lifetime value and the true cost of support.

Over a nine-month overhaul AdRoll consolidated into a single, highly customized Zendesk Support and Guide instance, built a Salesforce integration and a proprietary “Pitch” app using the Zendesk API, and rolled Support out company-wide. The result: first-reply times were cut in half, cross-team visibility into customer activity improved, sales and support data were linked to measure CLV and support cost per account, and the global deployment was completed on schedule with no disruption.

AdRoll

Sam Trachtenberg

Senior Director of Operations