Case Study: Vend achieves more than 300% improvement in response time with Zendesk Support

Vend improved response time by more than 300%

Vend is a browser‑based point-of-sale that works offline and runs on existing devices, serving retailers in 90 countries. Rapid growth—from two founders to a global team—exposed limits in their legacy customer support system: it couldn’t track or assign tickets, lacked forecasting and reporting, and threatened efficiency and customer history as the company scaled.

Vend implemented Zendesk Support, completing migration in about four weeks and leveraging forums, knowledge articles, search analytics and reporting to deflect common issues and plan resources. The result: first‑reply speed improved by more than 300%, paying customers doubled while monthly tickets rose only ~20% (tickets per customer fell roughly 50%), customer satisfaction stayed above 90%, and the support platform now scales with the business.

Vend

Nick Houldsworth

Head of Marketing