Case Study: dotMailer achieves 8% improvement in customer satisfaction and faster, more efficient support with Zendesk

dotMailer - Customer Case Study

dotMailer, a London-based business software company that provides email and cross-channel marketing automation, faced rapidly growing and increasingly complex customer support demands. As volumes and technical inquiries rose, they needed a more structured, manageable support workflow to maintain service quality and customer relationships.

By implementing Zendesk they rolled out multi-channel support (email, web portal, chat, voice, social, knowledge base and forums), integrated tools like Microsoft Dynamics, JIRA, Screenr and GoodData, and created separate instances for strategic customers while using built-in satisfaction surveys. The changes delivered measurable gains: an 8% increase in customer satisfaction, a 6–12% weekly boost in agent performance, an average first response time of 35 minutes, and improved efficiency, visibility and internal collaboration.

dotMailer

Skip Fidura

Client Service Director