Case Study: Box achieves scalable omnichannel support and 90%+ CSAT with Zendesk Support

Box sees positive CX results from Zendesk's API and Apps Framework

Box is a cloud content platform used by more than 41 million people and 74,000 companies. As Box grew rapidly, its User Services team needed to replace a cumbersome Windows-based support system and scale omnichannel service—email, web form, chat, phone, social and self‑service—while gaining better visibility into ticket lifecycles and delivering differentiated response levels for free, business, and premium customers.

Box implemented Zendesk Support (later adding Zendesk Chat and Guide), reconfigured queues by plan, enabled SLAs and smarter routing, and integrated deeply via APIs with voice, CRM and custom apps. The changes streamlined agent workflows, saved 20–30 seconds per ticket, drove an initial 15–20% jump in satisfaction, and produced sustained gains (about 90% CSAT for business customers and 97% for Premier) alongside a roughly 20% reduction in first response time.

Box

Jon Herstein

SVP Customer Success