Zendesk Chat Case Studies

Zendesk Chat Case Study

Villy Custom

Introduction

This case study of Villy Custom is based on a December 2016 survey of Zendesk Chat customers by TechValidate, a 3rd-party research service.

“Zendesk Chat was straight to the point and didn’t carry a steep learning curve for our team.”

“After our customers chat with us and had their questions answered, they are able buy with confidence. Zendesk Chat has improved our overall customer satisfaction, which has led to an increase in conversion rates, customer loyalty, and retention.”

Challenges

The business challenge that led the profiled company to evaluate and ultimately select Zendesk Chat:

Customers did not have a way to contact support
The desire to provide real-time customer support
Lack of reporting

The surveyed company uses Zendesk Chat for the following:

To provide real-time customer support

Results

The surveyed company achieved the following results with Zendesk Chat:

Increased CSAT score
Increased customer spend on their website
Faster first response and resolution times
Comprehensive reporting

Chose Zendesk Chat for the following reasons:

It is fast and easy to setup
Intuitive for agents and administrators
Shopify compatible

Deployed Zendesk Chat in 1-3 days.

Increases conversion rates by 25% to 49% using Zendesk Chat.
Reduced cart abandonment by 10% to 24% using Zendesk Chat.
Increases the average value of each order by 10% to 24% using Zendesk Chat.

Zendesk Chat Case Study

Zimson Watches

Introduction

This case study of Zimson Watches is based on an August 2016 survey of Zendesk Chat customers by TechValidate, a 3rd-party research service.

“Zendesk Chat has increased the number of leads and helps us easily chat with our customers.”

“Zendesk Chat has improved our overall customer satisfaction, which has led to an increase in conversion rates, customer loyalty, and retention.””

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Zendesk Chat:

Experienced the following challenges before selecting Zendesk Chat:
- Their customers not having a way to contact support
- Expensive phone and email support
- Ineffective existing support tools
- Difficulty measuring and reporting on results
- Limited transparency into agent activity
- Low customer satisfaction and loyalty

Use Case

The key features and functionalities of Zendesk Chat that the surveyed company uses:

Evaluated the following chat vendor before choosing Zendesk Chat:
- LiveChat Inc.

Results

The surveyed company achieved the following results with Zendesk Chat:

Benefitted in the following ways using Zendesk Chat:
- Improved customer satisfaction
- More productive agents
- Saved money
- Reduced the number of emails and phone calls
- Increased website conversion rates
- Increased customer spend on their website
Chose Zendesk Chat for the following reasons:
- It is fast and easy to setup
- Their agents don’t require extra training
- It has all the features they looking for
Deployed Zendesk Chat in <1 day.
Increases conversion rates by 25% to 49% using Zendesk Chat.
Reduces cart abandonment by 25% to 49% using Zendesk Chat.
Increases the average value of each order by 50% to 74% using Zendesk Chat.

TechValidate Research on Zendesk Chat

2 Case Studies

Villy Custom

Introduction

Challenges

Results

Company Profile

About Zendesk Chat

Zimson Watches

Introduction

Challenges

Use Case

Results

Company Profile

About Zendesk Chat