Case Study: NatureBox achieves 60% reduction in phone volume with Zendesk

How Naturebox's customer service team decreased their phone volume by 60% by offering Zendesk Chat

NatureBox is a subscription-based snack retailer that delivers nutritionist-approved snacks nationwide. Rapid growth created support strain—more than 19,000 tickets a month—and the team was juggling phone and email across multiple platforms, making channel management and resolution slow and inefficient.

By consolidating support on Zendesk (Support, Guide, Chat, Talk) and adding SMS and a Magento integration, NatureBox shifted customers to chat and text as first-contact channels. Within three months chat reduced phone volume by 60%; agents now handle multiple chats simultaneously with an average first response of 17 seconds, overall CSAT of 4.76/5, and a 45–60 second per-ticket time savings from the Magento integration.

NatureBox

Sierra Schwidder

Customer Experience Manager