Case Study: Tile achieves faster, insight-driven customer support and higher conversions with Zendesk

Tile - Customer Case Study

Tile builds Bluetooth trackers and a location‑tracking app to help people find lost items worldwide, and its large, engaged community drives many unique use cases. As demand exploded, the company faced the challenge of scaling customer care across hardware and mobile platforms, shortening slow response times, and turning support into a source of product and community insights.

Tile expanded its international support team, launched a help center, and implemented Zendesk live chat as both a support and insights channel. Chat now handles ~40% of contacts, speeds responses to hours, cuts resolution time, and yields 94–95% CSAT; customers who chat are 2–3× more likely to convert, and proactive chat increased leads without hurting conversion rates.

Tile

Scott Arrieta

Head of Customer Care