Case Study: Modsy halves resolution time, boosts calls answered, and saves 40 hours/week with Zendesk

Designing the perfect living space is a snap with Modsy

Modsy is an online interior design service that creates shoppable 3D room renderings to help customers visualize furniture and layouts. Rapid growth and a complex, distributed operations model left Modsy’s 21-person customer success team and dozens of remote specialists juggling multiple disconnected systems (email, phone, chat, and Kustomer), which hurt agent productivity, visibility into customer history, and the ability to scale and report on support metrics.

Modsy implemented Zendesk (Support, Talk, Chat) to centralize customer history, routing, macros, tagging, and reporting, giving agents a single intuitive workspace and managers real-time metrics. The change drove measurable gains: a 50% decline in resolution time, a 26% increase in calls answered (from ~75% to 90–95%), CSAT up 11 points to 98%, and roughly 40 hours saved per week—enabling faster onboarding, better collaboration, and scalable growth.

Modsy

Natalie Engel

Business Operations Analyst