Case Study: BrowserStack achieves 98% CSAT and sub-hour response times with Zendesk

BrowserStack serves 36K customers and earns a 98% CSAT with Zendesk Support

BrowserStack is a cloud-based testing platform used by developers to test websites across 1,100+ desktop and mobile browsers. With offices in San Francisco, Dublin, and Mumbai, a customer-first culture and a small support team of 11 agents, the company needed a more powerful multi-channel support tool than Desk.com—one that offered social integrations, SLA management, and robust reporting to improve responsiveness and operational visibility.

BrowserStack chose Zendesk and rolled out Support and Talk in phases, adding email, social, phone, an internal knowledge base, and a customer Help Centre, plus deep API integrations, automations, and routing. The result: faster, data-driven operations—average first response times now within an hour (5–10 minutes on Twitter; 26 minutes for Live tech), automated ticket handling, better staff allocation, and a 98% CSAT score.

BrowserStack

Prasun Choudhury

Head of Customer Support