Case Study: ModCloth achieves faster response times and 94% customer satisfaction with Zendesk

Striving To Be The Best E-Retail Service Center On The Planet

ModCloth, a San Francisco–based online retailer of vintage‑inspired fashion that grew from a college dorm room into a fast‑scaling e‑commerce brand, faced a tipping point: manual support workflows couldn’t keep up with rising ticket volume, slow response times, and the need to integrate customer channels and tools.

After trialing several platforms, ModCloth implemented Zendesk to standardize workflows (macros, custom views, triggers), tag and track ticket trends, and integrate channels like Twitter, email, web and tools such as Sprout Social, LiveChat and GoodData. The result: a 20% increase in agent productivity, 96% of tickets resolved at first touch, first response times cut from 37 to about 5.3 hours, a 20% reduction in support costs, and a 94% average customer satisfaction rating.

ModCloth

Audrey Griffith

Customer Care Manager