Case Study: Showpo achieves fast resolution times and scalable 24/7 support with Zendesk

How Showpo is scaling support with Zendesk

Showpo is an Australian e‑commerce fashion retailer founded by Jane Lu in 2010 that now sells to customers in 52+ countries and is growing about 50% year over year. Rapid international expansion and split support teams in Sydney and the Philippines strained customer service—Showpo needed faster resolution times and better analytics after its previous platform left staffing peaks and SLA breaches hidden.

In September 2018 Showpo adopted the Zendesk Suite (Support, Chat, Talk, Guide, Explore) and integrated Slack to centralize knowledge and surface actionable data. Analytics reshaped 24/7 staffing, improved collaboration and onboarding, and enabled quick wins: agents now handle large volumes (monthly averages in the tens of thousands) while answering chats in 26 seconds—4 seconds under their KPI—and consistently meeting SLAs, with further plans to integrate shipping tracking and restructure teams by channel.

Showpo

Paul Waddy

Head of Operations