Case Study: JibJab achieves 24-hour SLAs during a 10x holiday ticket surge with Zendesk Support

JibJab uses Zendesk Support and ModSquad to meet SLAs even with a 10x volume increase

JibJab, the digital eCard and subscription company, struggled with extreme seasonality—about 60% of its business occurs at the holidays—where a two-person support team was overwhelmed as ticket volume rose from ~8,000 to nearly 80,000 per month (a 10x spike), causing long delays and even holiday tickets being answered months later.

By partnering with ModSquad and implementing Zendesk Support and Guide, JibJab quickly scaled support (from 1:1 to up to 10:1 Mods per agent), standardized workflows and brand voice, and used analytics to fix pain points. The result: they met their 24-hour SLA with average responses under 10 hours at peak, improved first-response and resolution times, lifted CSAT by about 10%, and sustained a one-touch solve rate above 90%.

JibJab

Alessandra Souers

Brand Director