Case Study: Dollar Shave Club shaves down service costs and boosts CSAT with Zendesk Answer Bot

Dollar Shave Club shaves down service costs with Answer Bot

Dollar Shave Club, the direct-to-consumer subscription grooming brand, scaled quickly after its 2011 launch and needed to keep customer service simple, fast, and cost-effective across more channels as volume grew. The challenge was to reduce repeat/basic inquiries, support multiple channels (email, chat, phone, social), and maintain a high-quality, consistent experience without continually expanding staff.

They built an omnichannel Zendesk stack—Support, Guide, Chat, Message, Talk Partner Edition, Answer Bot—plus custom API integrations and a Telepath app to surface member data. Guide and the Web Widget improved self-service, Answer Bot now resolves 12–16% of tickets monthly, live chat rose to 25–30% of contacts, CSAT stays at ~94–96%, and agents gained time for higher-value work while headcount remained flat.

Dollar Shave Club

Trent Hoerman

Senior Program Manager