Case Study: Dreams achieves improved customer satisfaction and reduced contact volumes with Zendesk Support

Dreams uses Zendesk Support's analytics and CSAT ratings to provide better customer support

Dreams is Britain’s leading bed specialist with more than 25 years in retail, 175 stores and around 9,000 beds delivered per week. Facing 10–15k customer service tickets weekly, Dreams needed a quickly deployable support platform that frontline teams could adopt immediately and that would surface actionable insights to improve service.

Dreams implemented Zendesk Support in 2016, using CSAT ratings and built‑in analytics to track agent performance, inform one‑to‑ones, and automate reporting. The result: faster, easier reporting, measurable coaching via individual satisfaction scores, and a reduction in contact volume to the company’s lowest levels while maintaining strong customer satisfaction.

Dreams

Julian O’Hare

Customer Service Controller