Case Study: MailChimp achieves faster response times and higher customer satisfaction with Zendesk

MailChimp - Customer Case Study

MailChimp, the global marketing automation platform serving over 16 million customers, faced a support challenge: in 2017 its Atlanta-based team handled roughly 35,000 tickets per month (including more than 13,000 email tickets) and needed a partner and platform that understood its needs without heavy developer customization. The team wanted a guided, low-friction rip-and-replace from their previous vendor while maintaining 24/7 email and 24/5 chat coverage for a global customer base.

MailChimp implemented Zendesk Support and Chat (with professional services) in four months and added apps like Five Most Recent and Answer Bot. Automated routing, triggers and 1,000+ macros—plus follow-up automations—saved about 48,000 agent replies in 2017, sped tickets to the right teams, and produced average resolution times of 24 hours for email and ~26 minutes for chat. Customer satisfaction averaged 92% and CSAT response rates rose from 10% to 30%, while overall support efficiency and agility improved.

MailChimp

John Turner

Business Solutions Manager