Case Study: DYME achieves 90%+ CSAT and scalable omnichannel cannabis customer experience with Zendesk

DYME refines the cannabis customer experience with Zendesk

DYME is a vertically integrated cannabis company that sells its own brands, provides distribution and cash-collection services to retailers and cultivators, and operates Chill, a consumer delivery service. Facing a highly regulated, fragmented market and a period of hypergrowth (about 500% year-over-year), DYME needed to unify B2B and B2C support, scale operations quickly, and make cannabis accessible to “canna-curious” mainstream consumers while managing complex workflows for partners and drivers.

DYME implemented the Zendesk Suite—Support, Sell (Duet), Explore, and Guide—using omnichannel chat, multi-branded help centers, and CRM-driven account management to route requests, track health scores, and report on key metrics. The result: DYME sustained CSAT scores in the low-to-mid-90s even as ticket volume grew ~25% monthly, maintained first-reply times under an hour (chat ~1 minute), supports ~3,000 weekly deliveries in two markets, and improved visibility and scalability across its B2B and B2C operations.

DYME

Lawrence Lewis

Senior Director of Client Services