Case Study: Brayola achieves scalable, personalized customer support with Zendesk

Brayola - Customer Case Study

Brayola, an online marketplace founded to make bra shopping simple and social, solved a common problem: bras fit differently and shopping can be awkward, so customers often wanted personal help. Rapid growth exposed weaknesses in their customer support—a mix of outsourced agents, live chat, Gmail and forwarded calls meant managers couldn’t monitor quality or scale as service requests climbed.

Brayola centralized support with Zendesk Support, Guide, and Talk, hired a small UK team, and launched a Help Center to deflect routine questions while adding integrated voice so agents could see ticket history. The result: lower routine query volume, better visibility and coaching through dashboards and call recordings, faster, more personal responses, and a stronger reputation for helping customers find the right fit.

Brayola

Fiona Abrams

Director of Communications and Customer Service