Case Study: Dunlop Sports elevates customer service with Zendesk

Dunlop Sports boosts CSAT to 95.3% with Zendesk

Dunlop Sports, a global sporting goods company, faced challenges with its outdated, limited customer service systems, including an on-premises phone system and Microsoft Outlook inbox. They needed a centralized solution with robust data reporting and integration capabilities to improve efficiency and support their growing business. They turned to Zendesk Suite to transform their customer experience (CX) operation into a full-service omnichannel hub.

By implementing Zendesk's omnichannel solution, which included Voice, chat, email, and messaging, Dunlop Sports centralized its reporting and workflows. This provided the data needed to make informed business decisions and dramatically improved agent efficiency. The results were significant, including a 95.8% SLA adherence, a 96% decrease in customer abandonment rate, answer times that were 89% faster, and a CSAT score of 95.3%. Zendesk enabled the company to handle a growing volume of interactions while providing a high level of service.

Dunlop Sports