Case Study: Handy saves 60% on CX costs and boosts customer satisfaction 20% with Zendesk

Handy saved 60% on CX costs by switching to Zendesk products

Handy is a New York–based home services marketplace that connects vetted professionals with customers for cleaning, handyman work and more across 37+ markets. Facing an inflexible legacy support platform that required engineers to maintain and nearly 100 agents to meet a one-hour SLA, Handy needed a solution the Customer Experience team could own that would reduce costs and scale with the business.

Handy implemented Zendesk Support, Guide and select Marketplace apps in six weeks, building a two-sided help center, custom contact form and Multibrand queues for customers and service professionals. The result: a 60% reduction in CX costs, a 33% drop in weekly email tickets (12,000 to 8,000), 98% adherence to the one-hour first response target, a 33% increase in emails-per-hour, and a 20% rise in customer satisfaction—savings that are now passed on to professionals and customers.

Handy

Dylan Henry

Director of Customer Experience