Case Study: BaubleBar achieves personalized, efficient e-commerce customer service with Zendesk Support

BaubleBar chose Zendesk Support for its integration with Magento

BaubleBar is a fast-growing direct-to-consumer jewelry brand known for trendy, affordable pieces and a personalized “SWAT” customer service team that delivers styling and technical support across voice, chat, email, video and social. To make its online experience feel as seamless as shopping in-store, BaubleBar needed better visibility into orders and customers and stronger analytics than its previous helpdesk (Desk.com) could provide.

BaubleBar switched to Zendesk Support for its Magento integration, real-time reporting and ticket lifecycle tracking. With Support (handling ~2,000 tickets/month and a 13‑hour median first reply), the team can follow a ticket end-to-end, tag and track upsells, involve “light agents” across departments, and personalize outreach—resulting in more efficient workflows, measurable conversion tracking and a noticeably improved customer experience.

Baublebar

Nina Alexander-Hurst

VP of Customer Experience