Case Study: Lonely Planet achieves centralized access to user-generated content with Zendesk

Lonely Planet can now easily access all user-generated content in one place

Lonely Planet, the world’s best‑known travel guide publisher (about 460 employees, a 20‑person support team handling ~5,000 monthly tickets), expanded into digital products and apps, which rapidly grew its customer base and support volume. At the same time the company needed a reliable way to collect, verify and maintain high volumes of user‑generated tips and content to keep listings accurate across destinations.

After a 30‑day trial they rolled out Zendesk Support company‑wide; its simple interface, ticket workflows, automation and API centralized support requests and traveler submissions in one place. Within weeks all customer‑facing staff were live, enabling teams to assist customers faster, keep content up‑to‑date, and build stronger community relationships.

Lonely Planet

Ellie Simpson

Traveller Communications Analyst