Case Study: Lightspeed achieves a 93% CSAT rating with Zendesk Support and Guide

Lightspeed earns a 93% CSAT rating with Zendesk Support and Guide

Lightspeed is a cloud‑based point‑of‑sale and e‑commerce platform that helps independent retailers manage sales, inventory and omnichannel commerce. As the company scaled to serve tens of thousands of customers across 101 countries, its support organization needed a ticketing solution that could handle rapidly increasing volume, multilingual requests, self‑service expectations and integration with Salesforce and internal systems.

Lightspeed implemented Zendesk Support and Guide (adding Chat and the Web Widget), built automated workflows, 160+ triggers, macros, and custom two‑way integrations with Salesforce and their bug tracker, and used Help Center analytics to optimize onboarding content. The result was faster, more efficient support with improved cross‑team collaboration, a drop in tickets from new customers, and a 93% CSAT rating.

Lightspeed

Dan Ross

Support Operations Manager