Case Study: Huckberry achieves faster, more personal SMS customer support with Zendesk

Huckberry - Customer Case Study

Huckberry is a members-only online magazine and shop for city-dwelling outdoor enthusiasts, founded in 2011 and grown to a 65+ person company. As the business scaled, its small, multi-channel support team struggled with a siloed stack (email on Desk.com, voice/SMS on OneReach) and inefficient channel switching, which made handling rising ticket volume difficult.

Huckberry consolidated support on Zendesk (Talk, Support, Chat), prioritized SMS using the same number for voice and text and set triggers to surface text tickets first. The change sped responses—median first resolution around 30 minutes and full resolution within about 2.5 hours—improved reach versus email, reinforced community-focused customer interactions, and set the team up to expand into channels like Facebook Messenger.

Huckberry

Michael Ichioka

Head of Customer Experience