Case Study: Reverb achieves proactive, personalized customer experience and 50% fewer contacts per agent with Zendesk

Reverb's proactive support drives 10X increase in self-service

Reverb is a Chicago-based online marketplace that helps musicians buy, sell, and learn about gear. As the company grew to handle roughly half a million customer contacts a year, its musician-staffed support team needed to scale while keeping interactions personalized and moving from reactive firefighting to proactive issue prevention.

Reverb customized Zendesk (Support, Guide, Chat, Web Widget), built automations, tagging/emoji cues, and apps (Knowledge Capture, Linked Ticket, plus a custom app) to surface self‑service, nudge buyers/sellers, and streamline agent workflows. In seven months contacts per agent fell by 50% and CSAT rose from 94% to 97%; the Web Widget now serves ~3,500 weekly users while only generating a few hundred tickets, enabling faster resolutions and more proactive support.

Reverb

Crawford Philleo

Manager of Customer Engagement Operations