Case Study: BigTent achieves a 22% reduction in agent interaction and $1,000/month savings with Zendesk

BigTent - Customer Case Study

BigTent is a San Francisco–based platform for family- and community-focused groups that needed a simpler, more modern hosted help-desk to replace a complex, outdated system. Facing a tight budget and deadline, the support team required an intuitive solution that nontechnical staff could adopt quickly while matching BigTent’s Web 2.0 look and feel.

BigTent implemented Zendesk for its clean interface, fast deployment and built‑in automation. The result: overall support tickets fell 5.5%, tickets requiring agent interaction dropped 22%, and triggers automatically handled about 45% of common request types; new agents onboard in minutes, emails are now branded and personalized, and the company saves roughly $1,000 per month—plus mobile, Twitter and analytics add‑ons extended their capabilities.

BigTent

Rosa Terrazas

Director of community support