Case Study: Groupon achieves scalable, one-touch customer support (15,000 tickets/day) with Zendesk

Groupon fired up Zendesk Support to save money and support the explosive growth of their global business

Groupon, founded in 2008, grew quickly into a global daily-deals marketplace with thousands of employees and customers in hundreds of markets. That explosive growth overwhelmed its initial email-based support process, creating a need for a scalable, robust ticketing system that would preserve the company’s emphasis on trust and attentive service.

Groupon chose Zendesk’s web-based platform for its ease of use and scalability, adopting customizable macros to train agents for one-touch resolution while encouraging personalization to keep interactions human. The solution scales easily across teams, integrates with GoodData for enhanced reporting, and today supports 150+ agents handling about 15,000 tickets per day—improving efficiency without sacrificing customer experience.

Groupon

Joe Harrow

Director of Customer Service