Case Study: Evernote achieves 17% reduction in ticket volume with Zendesk

Evernote saw a 17% reduction in ticket volume after configuring their help center

Evernote, the note-taking app used by millions and over 200 million registered users, needed to scale support for a growing freemium and business customer base while keeping response times high and costs down. Gerald Hastie’s 60-person global support team handles roughly 4,000 tickets per week (90% via email) and faced the challenge of reducing ticket volume, improving self-service and multilingual, multi-channel coverage while meeting strict SLAs.

Evernote deployed Zendesk (Support, Guide, Chat, Talk) and integrated tools like Talkdesk and Salesforce, then used the Zendesk API to build a dynamic help center with guided question flows and deep search. The changes centralized customer records, sped agent workflows, and expanded multilingual support (help content in 30 languages; email in 9; chat in 3), yielding a 17% reduction in ticket volume and fast live-chat responses (around 20s, meeting their 30s SLA ~80% of the time), enabling more coaching and better retention.

Evernote

Gerald Hastie

Director of Global Customer Experience