Zinus, a globally recognized online mattress and furniture brand, was facing a significant challenge in managing its customer service operations. With an average of 5,000 tickets per month, the customer service team was overwhelmed with issues related to warranty claims, product queries, and order status. The situation was exacerbated by the pandemic, with customers waiting for 30-40 minutes, and sometimes even days, for a response. As the company planned to scale internationally and demand continued to rise, Zinus needed a solution that could help them manage the increasing volume of customer queries and maintain high customer satisfaction.
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