Case Study: Taylor Stitch achieves scalable, personalized omnichannel customer support with Zendesk

Taylor Stitch finds the perfect fit with a omnichannel support solution from Zendesk

Taylor Stitch is a Bay Area apparel brand founded to create affordable, better‑fitting shirts for athletic builds and now sells Essentials and crowdfunded Workshop releases. As the business and sales grew rapidly, the once one‑person Customer Experience team struggled to maintain personalized service because support tools were siloed—calls, chats, and emails couldn’t be linked, and agent activity and ticket subjects lacked transparency.

In February 2015 Taylor Stitch adopted Zendesk Support, Chat, and Talk to create an omnichannel support platform that unifies conversations, gives agents full visibility across channels, and speeds responses to common sizing and tracking questions. The move improved efficiency and customer experience for a much larger audience and set the team up to scale further (with plans to add Zendesk Guide for self‑service).

Taylor Stitch

Taylor Stitch