Case Study: Faberlic achieves 10x faster ticket resolution with Zendesk

Faberlic moves 10x faster by bringing support under one solution

Faberlic, an international direct‑to‑consumer maker of cosmetics, health and home products serving millions across 42 countries, struggled to keep up with thousands of daily support requests. With no dedicated help desk and an internally built ERP system, 500 employees shared ad hoc responsibility for customer inquiries as the company rapidly expanded, leaving many customers without timely answers and threatening customer relationships.

Faberlic implemented Zendesk, integrated it with internal tools and a custom Ontec Predictor AI to classify 113 topics and route tickets with 97% accuracy, and used Zendesk Guide and reporting to boost self‑service and monitor trends in real time. The result: resolution time dropped roughly tenfold (from ~100 hours to 11 hours), CSAT rose 10% and survey responses more than doubled, and the company centralized support with 89 full‑time agents (plus light agents) while improving responsiveness and scalability.

Faberlic

Dmitrii Vertiporokh

Director of Digital Development