Case Study: Redfin achieves 94% of incoming requests handled by a dedicated team with Zendesk

Redfin improves efficiency and CSAT by deploying Zendesk across 11+ teams

Redfin is a Seattle-based, technology-powered real estate brokerage focused on improving the home-buying and selling experience. As the company grew, relying on email to manage requests led to lost visibility, slow handoffs to other teams, and routine IT and customer questions burdening the development staff.

Redfin rolled out Zendesk Support across customer service, IT, marketing, design, analytics, and development teams, creating a dedicated service team that handled 94% of incoming requests within three months. The platform sped up agent onboarding (under an hour), made SLAs easy to monitor, enabled company-wide idea capture, freed developers to work on product improvements, and helped maintain a 95% internal satisfaction score with low response times.

Redfin

Mac Jonson

IT Help Desk Manager