Case Study: Edmunds.com achieves 90% customer satisfaction and handles 50% of support volume with Zendesk Support & Chat

Edmunds tackles 50% of CX volume with personalized chat

Edmunds.com, a leading car-shopping site that began as a print guide in the 1960s, needed to scale personalized, real-time customer support as online traffic and mobile-first shopping grew. Customers frequently seek help throughout the buying process, so Edmunds had to provide consistent, knowledgeable assistance across chat, SMS, email, phone and social while tracking multiple engagements with the same buyer.

By adopting Zendesk Support and Zendesk Chat, Edmunds centralized multichannel support, enabled remote work, and let agents handle concurrent chats and transfer conversations for faster resolution. The Live Help team now handles roughly 4,276 chats per month (50% of volume), resolves 87% of tickets in one touch, averages a 12-hour ticket turnaround (vs. 22 hours industry average), and maintains overall customer satisfaction around 90%.

Edmunds.com

Justin Smith

Manager