Case Study: The PAS Group achieves 39% online sales growth with Zendesk Support & Chat

The PAS Group uses Zendesk live chat to help drive 39% more online sales

The PAS Group is one of Australia’s largest fashion apparel businesses, spanning seven brands, more than 280 stores and 1,500 employees. Faced with growing international competition, the company struggled with fragmented customer support—multiple email inboxes, siloed phone, social and chat systems—and limited visibility into customer history, which made delivering a consistent, multichannel experience difficult.

The PAS Group implemented Zendesk Support and Zendesk Chat, using the multi‑brand setup to consolidate channels and give agents full customer histories. The lean team (now four agents) handles about 721 tickets and 430 chats per month more efficiently, with 75% of enquiries answered within 24 hours (50% < 8 hours, 25% < 1 hour) and a live chat conversion of 3.9%. These improvements—faster, unified service and reduced email/phone volume—contributed to a 39% increase in online sales.

The Pas Group

Anna Samkova

Loyalty and Digital Manager