Case Study: Trade Me achieves 95% CSAT and 80% faster workflow routing with Zendesk

How Trade Me puts its customers first

Trade Me, New Zealand’s leading online marketplace, built its customer-first ethos—aroha—into every decision, but as volume grew the company faced long support wait times, fragmented workflows and an unwieldy help center (597 articles) that hurt both customers and employees. Leadership realised hiring more agents wasn’t the answer and needed a more scalable, customer-centric support approach.

Trade Me implemented Zendesk Support and Guide, consolidating 47 workflow sources, automating triage and trimming help center content to 112 articles. The changes boosted help center sessions by 43%, improved workflow routing efficiency by 80%, and helped deliver a 95% CSAT, while also simplifying IT support and new-employee onboarding through a cloud-based, integrated system.

Trade Me

Andrew Jessett

Head of Internal Systems