Case Study: Harry’s scales customer service and cuts call abandonment by 50% with Zendesk Support

Harry's scaled their customer service and saved time using Zendesk Support

Harry’s is a New York–based men’s grooming company that grew rapidly from a small startup to a national brand selling direct and through retailers like Target. As the business, production, and customer base expanded, Harry’s faced the challenge of scaling multi‑channel customer support (phone, email, chat, social) across dispersed teams while maintaining fast, high‑quality service and efficient ticket routing.

Harry’s adopted Zendesk Support and Talk, sharing instances with Trust & Safety and using a separate instance for finance, then layered macros, business rules, and an in‑house AI via the Zendesk API to auto‑tag, route, and prioritize tickets by root cause. Integrations with their data warehouse and MaestroQA further automated workflows; as a result the team streamlined triage, cut ticket handling clicks dramatically, halved call abandonment rates, and now answers 80% of calls within 60 seconds—meeting SLAs while scaling support.

Harry's

Katie Rogers

Senior Director of Customer Experience