Case Study: MOO (online stationery company) doubles agent satisfaction and speeds ticket resolution with Zendesk Support

MOO designs a CX strategy with 360° views and cost savings

MOO, a London-based online stationery company known for turning ordinary business cards into delightful experiences, built its customer service around a set of seven “commandments” focused on speed, fun, and going the extra mile. As the support team grew to 30+ people and the business expanded internationally, MOO found its original platform couldn’t keep up — they needed a more customizable, localized, and easy-to-use system with a dynamic knowledge base and better performance metrics.

MOO chose Zendesk Support for its flexibility, localization, add-ons and affordability. After rollout, agent satisfaction doubled, ticket resolution sped up significantly, and managers gained the metrics needed to meet internal SLAs across phone, email and chat — allowing MOO to scale rapidly while retaining its friendly, customer-first culture.

Moo

Dan Moross

Director of Customer Experience