Case Study: Scribd achieves 95% same-day ticket resolution and streamlined, scalable support with Zendesk

Scribd - Customer Case Study

Scribd, a San Francisco–based social publishing and reading platform, was rapidly growing and outgrew its Gmail-based support process. Threads were getting lost, tickets couldn’t be tracked or associated, and the support team needed a lightweight, web-based help desk that could be changed without heavy IT overhead.

Scribd implemented Zendesk in a day and a half, customized the interface to match its brand, and uses automations, keyword routing and 100+ macros to triage up to 600 tickets per day. The solution lets staff access tickets from anywhere (including mobile and tablet), routes each issue to the most qualified technician, and helps Scribd resolve about 95% of support tickets within one day.

Scribd

Jason Bentley

Director of Community Support