Case Study: Miinto achieves a 40% reduction in phone calls with Zendesk Chat

Miinto reduced phone calls by 40% using Zendesk Chat

Miinto, founded in 2009, is an online fashion marketplace connecting thousands of independent boutiques with customers across Northern Europe, serving 3 million monthly visitors and €50M in annual revenue. As the company expanded into four languages and supported both shoppers and retailers, its legacy Windows-only helpdesk left the team without flexible access to data and struggling to manage high contact volumes (about 700 daily calls and 300 emails).

By rolling out Zendesk Support and Zendesk Chat, Miinto gained omnichannel visibility, chat shortcuts, and a centralized help center for faster onboarding. The changes cut phone calls by 40%, let agents handle multiple conversations simultaneously (reducing staffing needs during peak sales), accelerated retailer shipping through feedback-driven integrations, and delivered cost savings and improved customer retention.

Miinto

Konrad Kierklo

CEO