Case Study: Rapha, the cycling sportswear brand, achieves high-touch social customer service with Zendesk Support

How Rapha provides great service through social support

Rapha is a global cycling apparel brand that aims to connect customers to beauty, art, and self-belief through the sport. As a retailer operating across the Americas, Asia Pacific and Europe, Rapha needed to deliver more than transactional returns management — it wanted a high-touch, social-first customer service experience and actionable insights to improve the overall customer journey.

Using Zendesk Support and social channels, Rapha centralized its support to deliver personalized, timely help at scale. The platform gave the team clearer visibility into customer needs and performance, enabling continuous improvements to service and the wider business — “Zendesk Support has allowed us to provide a high-touch service experience for our customers,” says David Barnes.

Rapha

David Barnes

Head of Customer Service