Case Study: Squarespace achieves 95% customer satisfaction and scalable omnichannel support with Zendesk

Squarespace builds a stellar customer journey for millions

Squarespace, founded in 2003, provides templates and tools that let individuals and small businesses build and host professional websites. As the company grew to serve millions of customers, its Customer Operations team faced a scaling challenge: fragmented support tools, rising contact volume across channels, multilingual needs, and the need for a single omnichannel platform to streamline email, help articles, chat and voice interactions.

Squarespace implemented Zendesk’s suite (Support, Guide, Chat, Talk) plus API and mobile SDK integrations to unify channels, improve content workflows with Team Publishing and article revision tools, and strengthen self-service. The results: a 95% customer satisfaction rating, a 95% self‑service success rate from 900 help articles, over 15.5 million help center visits (about 2M/month), a 27% increase in knowledge usage, and steady headcount despite growing demand.

SquareSpace

Jessie Carroll

Technical Content Manager