Case Study: Shaadi.com achieves 40% faster response times and 90% customer satisfaction with Zendesk

Shaadi uses Zendesk to help singles find love

Shaadi.com, founded in 1996 and headquartered in India, helps millions of Indian singles and matchmakers find life partners. As the business scaled, customer queries tripled over two years and the company struggled with fragmented support channels, slow response times and parallel conversations that made an already stressful process harder for users.

Since adopting Zendesk Support, Guide and Chat (customer since 2014), Shaadi created a unified omnichannel support system that gave agents full visibility and contextual self‑help. The result: wait times fell by 40%, customer satisfaction rose to 90%, operational costs dropped by 50%, inbound traffic was deflected through Guide, and the company reports more empathetic, consistent service across channels.

Shaadi.com

Nilesh Borgharkar

Vice President of Customer Operations