Case Study: Birchbox achieves faster resolutions and lower support costs with Zendesk

Birchbox - Customer Case Study

Birchbox, the subscription beauty service that curates personalized sample boxes from customers’ Beauty Profiles, faced the challenge of scaling highly personalized support as it grew from a small email team to 54 agents handling nearly 38,000 monthly tickets across email, Facebook Messenger, phone, SMS and live chat. The company needed a unified, flexible customer service backbone to maintain fast, personal responses and to surface customer feedback that would inform product and site improvements.

Birchbox implemented Zendesk Support, Guide, Talk and Chat and added Stella Connect for service recovery, consolidating channels and boosting self-service. The result was faster response and resolution times (SMS first replies under two hours), the lowest resolution time on record in 2018, and steady cost and volume improvements: ticket volume dropped 15% in 2016, 3% in 2017 and 22% in 2018, while cost per contact fell 40% (2016), 18% (2017) and 39% (2018), with better reporting and customer-driven product changes.

Birchbox

Leanna Nazzisi

Customer Operations Coordinator