Case Study: Ebates achieves 93% CSAT and faster omnichannel support with Zendesk

Ebates earned a 93% CSAT score with the Zendesk omnichannel solution

Ebates is a global cash‑back shopping platform that needed to reassure skeptical customers and handle large, multilingual support volumes—more than 100 agents in Wisconsin plus a Singapore team for Korea, with weekly tickets quadrupling during holiday seasons. The company had been using email-only support and eGain, and wanted an integrated omnichannel system, API flexibility, and better tools for chat, phone, social, and self‑service.

Ebates implemented Zendesk Support with Talk, Chat, Guide and Multibrand, building two simple APIs (create ticket and add order) and adding a searchable help center. The omnichannel setup improved social and live handling, helped meet an eight‑hour first‑response goal, and enabled easy brand scaling; results include a 93% CSAT score and a five‑star Trustpilot rating (9.7/10), plus better agent productivity and customer self‑service.

Ebates

Dylan Campopiano

VP of Member Services