Case Study: 123 EDI achieves faster resolution times and improved self-service support with Zendesk

How 123 EDI Dropped Resolution Times and Bolstered Self-Service Support With Zendesk

123 EDI is a leading provider of Electronic Data Interchange (EDI) solutions that automate business document exchange and related processes. As the company grew rapidly, its biggest challenge was streamlining communications to free agents from repetitive tasks, prioritize support requests, track response times, and deliver the sophisticated, multi-channel support customers expect in a competitive B2B environment.

123 EDI implemented Zendesk, quickly customizing automated responses and routing customers to an online help desk. The change reduced assessment and resolution times, improved ticket-tracking metrics and customer feedback, and freed staff to focus on higher-value work; ongoing expansion of a knowledge base and community-driven self-service is further lowering support load and sustaining scalable growth.

123 EDI