Case Study: allbeauty.com achieves 30% fewer tickets and faster, smoother seasonal support with Zendesk Talk

allbeauty.com - Customer Case Study

allbeauty.com is a UK online retailer of perfume, cosmetics, skincare and haircare whose 12‑person customer support team on the Isle of Guernsey handles email, phone and live chat for orders across its site and marketplaces. During seasonal peaks like Black Friday their volume can triple — in a typical pre‑Thanksgiving week they handle roughly 2,400 emails, 760 calls and 450 chats — creating a need for faster, more coordinated support without bloating staff.

They migrated from an outdated Mitel system to Zendesk Support, Talk and Chat, linking calls and tickets and using real‑time dashboards, Insights, failover and warm transfers, plus a rule to prevent agents taking calls while on chats. The result: a 30% reduction in ticket volume year‑over‑year, faster, smoother call resolutions, clearer reporting for directors, and improved capacity to handle seasonal spikes.

allbeauty.com

Chris Le Cheminant

allbeauty.com