Case Study: Sole Society cuts chat abandonment from 13% to 3% with Zendesk

Sole Society - Customer Case Study

Sole Society is an online retailer of shoes, bags, and accessories that wanted to make customer support fast, convenient, and consistent across channels. Facing high demand for both style advice and technical service—and initial concerns about chat abandonment—the team needed a simple, efficient way to handle customer questions without increasing agent workload.

They implemented Zendesk Chat’s SOS live chat, splitting traffic into SOS Style and SOS Service, integrating with Magento so agents can see purchase history and site behavior, and cross-training staff to cover all channels. The result: chat now handles about 25% of contacts, chat abandonment fell from ~13% to 3%, and support volume shifted away from other channels while delivering quicker, low-effort service.

Sole Society

Mia Chapa

Customer Care Manager