Case Study: Dailymotion achieves faster response times and stronger customer relationships with Zendesk

Dailymotion builds customer relationships and brand loyalty with Zendesk

Dailymotion, a Paris-founded video platform with 300 million unique visitors and three billion monthly views, needed a more scalable, proactive support model as it shifted to premium, curated content. An email inbox couldn't handle growing global partner and user requests, and the company needed faster, organized responses, 24/7 coverage, and better ways to surface common feature requests and product issues.

Dailymotion implemented Zendesk Support, Guide, Answer Bot and custom API integrations to route partner vs. user requests, automate self-service, and equip Level 1 and 2 teams across Paris, New York and Singapore. Answer Bot resolved 2,798 tickets (14% resolution rate) in one year, and SLA performance improved from meeting 68% of first replies (~80 minutes) to 96% (~40 minutes), reducing backlog, increasing technical expertise, and enabling more proactive communication with partners and users.

Dailymotion

Giovanni Berthelot

Head of Customer Support