Case Study: Fortnum & Mason achieves faster, smarter customer service with Zendesk AI

Fortnum & Mason cuts live chat processing time by 90% with Zendesk

Fortnum & Mason, a legendary London retailer, sought to modernize its customer service to handle high volumes of inquiries, especially during its peak holiday season, without sacrificing its signature personal touch. The company partnered with Zendesk to implement its AI agents and Messaging service to streamline support and improve efficiency.

By integrating Zendesk's agentic AI, Fortnum & Mason automated a significant portion of customer interactions. The Zendesk solution led to a 75% decrease in average handle time, a 90% drop in live chat processing time, and achieved a 41% AI automated resolution rate, allowing human agents to focus on more complex and personalized customer needs.

Fortnum & Mason