Case Study: Serato achieves scalable, multichannel support and handles 7,000+ monthly tickets with Zendesk

Serato + Zendesk Fast, multi-channel support for the passionate DJ crowd

Serato, a New Zealand–headquartered company that builds music software for DJs and hobbyists, needed reliable, scalable customer support to keep performances and users moving. Relying mainly on email and a community forum left responses slow and made it hard to manage a passionate, fast‑moving user base across multiple channels.

After implementing Zendesk Support, Serato consolidated requests from Facebook, Twitter, email, phone, and their website into a single multichannel view with full ticket history, faster response times, and robust self‑service options. The platform doubled their handling capacity to roughly 7,000 tickets per month and provided the scalability and ongoing feature improvements they needed to stay agile.

Serato

Aaron Eddington

Support Manager