“By leveraging Zendesk triggers and automations, we doubled our efficiency and cut our response time in half, without increasing CX headcount.”
Senior CX Manager - Studs
“We had great success using integrations and apps to create a unique Zendesk agent dashboard, all while growing from two to nine locations in one year.”
Senior CX Manager - Studs
New York, New York
Number of Employees
Retail, Wholesale & Distribution
< 10 minutes
Increase in ticket volume
< 15 minutes
APPS & INTEGRATIONS
Studs scales up while boosting efficiency
This is a shining moment for Studs, winner of the 2022 Zendesk Startup CX Award for Apps & Integrations. By skillfully building out marketplace apps and integrations through Zendesk, the ear-piercing and jewelry startup was able to streamline operations and improve customer experience. As a result, Studs doubled its e-commerce business while keeping the average ticket response time under 10 minutes.
Powering efficiency with a streamlined system
Studs is a New York based retail startup that has reimagined the ear piercing and earring experience for all ears, providing safe and healthy ear piercing in multiple studios across the US. Studs has been rapidly growing for two years while skillfully building out apps and integrations through Zendesk. On its quest to streamline the agent experience of solving tickets, the company tested numerous tools with the Zendesk platform, including Shopify, Slack, Loop, FullStory, and BrightPearl. With Zendesk apps and integrations, the company scaled from two to ten brick-and-mortar locations and doubled its e-commerce business, all without growing the team or hiring more agents.
Automations drive faster response times
Studs leverages Zendesk to host customer-facing FAQs and an internal knowledge base for agents. Both help centers are connected to Agent Workspace, providing an easy way to search within tickets. Support agents also implemented a Slack integration and triggers to automatically notify other teams about customer updates, thus reducing the need for manual messages. After collecting CSAT and NPS surveys, Studs uses the Delighted integration to send customer feedback directly into Zendesk, where agents can open a ticket and quickly resolve it. While the inbound daily ticket volume nearly doubled, Studs cut its response time in half and kept its resolution time under 15 minutes.
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