Case Study: ShipStation achieves efficient, data-driven customer support and reduced chat abandonment with Zendesk

How ShipStation uses Zendesk Suite to provide omnichannel support, make staffing forecasts, and decrease chat abandonment rates by 90%

ShipStation is a web-based shipping platform that helps e-commerce companies streamline fulfillment and customer experiences. When a small customer, Latika Body Essentials, suddenly saw a 13,000% order spike after a Good Morning America feature, ShipStation had to scale fulfillment quickly and improve its own customer-support operations as the company grew—while its previous helpdesk (Desk.com) left the team without reliable data for staffing and process decisions.

ShipStation adopted the Zendesk Suite (Support, Guide, Chat, Talk) and paired software changes with hands-on support—planning packing workflows, adding presets and automation, and expanding self-service content. The results: major efficiency and insight gains (40% year‑over‑year increase in interactions visibility), chat abandonment fell from 22% to about 1.4% at peak season, training times shortened, shipping costs were reduced and the GMA event shipped with only a 2.5% error rate.

ShipStation

Delano Mireles

Director of Worldwide Support