Case Study: Getty Images reduces support tickets by 60% with Zingtree

Getty Images reduced support tickets by 60%

Getty Images, a leading visual content provider, was dealing with about 50,000 support tickets a year from its network of photographers and videographers, many of them repeat questions that could be answered without contacting support. The team wanted to reduce avoidable tickets and support costs, but needed a solution that could be implemented quickly without heavy IT involvement.

Using Zingtree’s Customer Self-Help product, Getty Images built no-code decision trees inside its contributor portal to help users find answers in just a few clicks. With Zingtree, Getty Images cut annual support tickets from 50,000 to 20,000, reduced support headcount from ten to four, and saved hundreds of thousands of dollars in annual salary costs.

Getty Images

Brad McDonald

Business Program Manager