Case Study: Cleverbridge achieves 24% ticket deflection with Zendesk Guide

cleverbridge saw a 24% ticket deflection rate with Zendesk Guide

cleverbridge is a global e-commerce company that supports both software publishers (B2B) and end users (B2C) across seven languages and 162 agents. Facing roughly 10,000 tickets a week and a bare-bones email system lacking ticketing, analytics, and reporting, the company needed an easy-to-use, scalable helpdesk it could roll out quickly before the holiday rush.

cleverbridge implemented Zendesk Support and Zendesk Guide, trained agents rapidly, and used multibrand routing, differentiated SLAs, apps, and custom analytics built on Zendesk APIs. The solution delivered a 24% ticket deflection rate via self-service, 99% SLA adherence, about 20–25% year-over-year cost reductions in support, and the scalability to grow without proportional headcount increases.

Cleverbridge

Joe Schnaufer

Global Director of Customer Support