Case Study: Le Tote achieves a 60% reduction in live chat volume with Zendesk

Le Tote increases agent productivity by 3X to handle a sharp spike in ticket volume

Le Tote is a subscription apparel rental service that grew rapidly and faced a surge in customer service demand—support requests increased dramatically (up to ~900% year over year) as the business scaled about 50% month over month. The customer service team needed to capture individual style preferences and resolve issues quickly while keeping operations efficient and maintaining a high level of personalized support.

Le Tote implemented Zendesk Support using the Mobile SDK, Web Widget, and API (Embeddables) to surface knowledge-base answers before customers launched live chat and to trigger targeted outreach (for example, when shoppers linger at checkout). Within two weeks live chat volume dropped by more than 60%, remaining chats were higher-value, and proactive triggers helped improve conversions. Ticket volume rose to thousands per month, but tickets per agent tripled (from ~260 to ~834) and the team scaled with just five additional hires while maintaining a 94% customer satisfaction rating.

Le Tote

Aubrie Rice

Customer Development Manager