Case Study: Tony Bianco achieves 50% ticket reduction, 30% faster first response and 90% CSAT with Zendesk

Footwear brand Tony Bianco provides customers with an omnichannel experience

Tony Bianco is an Australian footwear brand focused on personal style that wanted to give online shoppers the same personalized service as in-store customers. The customer service team faced a backlog of inquiries, lacked processes and data visibility, and operated in siloed teams for general and online orders.

By consolidating channels with Zendesk Support, Guide, Chat, and Talk and building out self-service content (using the Knowledge Capture app), Tony Bianco streamlined workflows and empowered customers to self-serve. The changes cut ticket volume by 50% (about 1,500 inquiries/month), reduced first response time by 30%, lowered phone volume by 40% after adding chat, and lifted CSAT to 90% (NPS 38), while enabling more personalized omnichannel support.

Tony Bianco

Cassie Chen

Customer Experience and Loyalty Manager