Case Study: TrackR achieves 10.4% ticket deflection and faster response times with Zendesk Guide's Answer Bot

TrackR saw a 10.4% ticket deflection rate with Zendesk Guide’s Answer Bot

TrackR, maker of coin-sized Bluetooth item finders with more than five million devices shipped, faced growing pains as customer inquiries ballooned—handling up to 25,000 emails and 1,200 chats per month. Their initial Zendesk setup was a basic shared inbox that couldn’t scale, causing slow response times and inefficient support workflows as the company expanded.

TrackR rebuilt its support stack with Zendesk Guide, Answer Bot, Chat, Talk, the Mobile SDK and integrations (Shopify, social channels, Amazon) to create an omnichannel, self-service-first experience. The changes helped Answer Bot deflect about 10.4% of tickets (roughly 1,600 in 30 days), cut first response time from 22 hours to well under an 8-hour SLA, and sustain CSAT targets (≈80% email, 90% chat) while freeing agents to handle complex issues.

TrackR

Daniel Reveles

Senior Manager of Customer Success