Case Study: Foursquare achieves a 32:1 self-service-to-ticket ratio and 95% customer satisfaction with Zendesk Support

Foursquare leverages self-service to serve more customers, faster

Foursquare, the location-based app with 50M+ users and billions of check-ins, faced the challenge of scaling customer support while serving two distinct audiences—casual users and advertisers—using a very small team (two full-time reps plus rotating interns) and maintaining fast responses and high satisfaction. The company needed a way to handle high volumes of simple questions, while still supporting more complex merchant issues without ballooning headcount.

Foursquare implemented a branded Zendesk Support and Guide help center, emphasizing self-service, autosolve workflows, and focused intern training through ticket views, plus regular product-support syncs to surface merchant issues. The result: a 32:1 self-service-to-ticket ratio, a 97% self-service success rate, 95% cSAT, and autosolving about 50% of tickets today with plans to raise that to 70%.

Foursquare

Tracey Churray

Director