Case Study: UncommonGoods achieves a 72% reduction in email volume with Zendesk Support

Uncommon Goods reduces email volume to deliver faster service

UncommonGoods, a Brooklyn-based retail and e-commerce company, was overwhelmed by customer inquiries—handling up to 2,400 emails per day at peak—while using a slow, cumbersome email system that made multi-channel visibility and onboarding difficult and forced heavy seasonal hiring.

Implementing Zendesk Support unified phone, email, and chat into single tickets, added filtering and a self-service help center, and let agents manage workflows without IT. The result: email volume down 72%, contacts per order fell from 38% to 23%, first email responses around two hours, customer satisfaction ~94.5%, and far reduced need for temporary holiday staff.

UncommonGoods

Jen Grim

Director of Customer Service