Case Study: MADE.COM achieves faster multichannel support and product-quality insights with Zendesk Support

MADE.COM offers multichannel support through Zendesk Support

MADE.COM is an online furniture retailer that sells designer pieces direct to consumers across the UK, Ireland, France, Italy, the Netherlands (and soon Germany), with a 40‑agent support team serving complex, made‑to‑order products. Rapid growth exposed scaling challenges: customer questions about fabrics and showrooms were straightforward, but carrier coordination, international delivery issues, and bespoke orders (for example, customers ordering furniture that didn’t fit) strained a system that began as a shared inbox and needed better workflows and visibility.

MADE.COM standardized on Zendesk Support (with Chat and Guide), adding automations, triggers, a searchable help centre, custom ticket fields, and Light Agent access for their Shanghai team. Those changes cut repeat contacts, sped up handoffs and supplier feedback, surfaced carrier and product quality issues for cross‑department action, and improved reporting and overall customer satisfaction by giving agents faster access to answers and the business clearer data to drive improvements.

Made.com

Dee Kumar

Head of Customer Services (UK)