First response time for 250 stores reduced by 73% using Zendesk Support

Ferrari on the inside, family sedan on the outside

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Image: Hero Image

From Australian startup to global retail giant

Forever New has long been lauded as an Australian retail business success story. And rightly so, for its rise to international success has been a remarkable one; from its humble beginnings in 2006 as a startup retailer, the brand now has 250 stores in 9 countries around the world.

However, tackling global expansion is no easy feat, and Forever New's IT team was finding it increasingly difficult to manage customer support requests from employees around the globe. The team was small and the volume of requests from disparate channels continued to grow.

The contemporary fashion brand needed an efficient and practical solution to assist with navigating its growth journey — in style no less - and Zendesk Support helped give the business the boost it needed to streamline the process.

A simple, time-saving solution with ultra-efficient onboarding capabilities

Zendesk partner Lovestock & Leaf worked with Forever New to onboard the team and business with the new system.

“What has made Zendesk Support stand out for us is its simplicity. By partnering us with Lovestock & Leaf, we could migrate our existing open calls from our previous help desk system,” says Matt Keays, IT General Manager.

Keays had a vision to reposition the role of IT within the organization an improve internal customer support. And he knew Zendesk Support had the solution to their dreams and aspirations. The platform was selected for two key reasons that would ultimately save Forever New time, so that its team can focus on doing their best work.

These included:

  • Minimal training: Since Zendesk Support has strong knowledge base capabilities, it meant very little training was required for his team
  • Rapid onboarding: The product enabled the team's transition within two weeks
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Elevating customer experience

Knowing that its fashion-forward customers lead busy and jam- packed lives, Forever New’s team leveraged the Zendesk Support functionality to ensure the shopping experience with Forever New would always be quick and simple.

"Configuration rules and custom fields in Support were a breeze. We were very careful not to introduce unnecessary complexity into our customer service processes and Zendesk Support made this possible for us," says Keays.

Forever New’s agents also created macro shortcuts that save time and improve productivity, while customers were given the ability to solve some of their own issues using Support's knowledge base.

Since turning to Zendesk, team-planning and workload prioritization is easier than ever. The team assesses downtime on key business applications and reports on them using Supports robust analytics.

A fast fashion solution: 12,000 tickets
solved in 8 months

The phenomenal ability to track and manage issues in a central system has given 400 employees at Forever New the ability to solve an impressive 12,000 tickets in just eight months worldwide.

The team now has the intelligence to assign tasks to specialists which has enabled a 65 percent increase in tickets solved within six months as well as an increase from 23 percent to 45 percent of tickets solved in under two hours.

First response time reduced from 90 hours to under 24 hours

Forever New now provides end users with a view of all the support requests created and their current status, which has proven to reduce duplicate follow-ups and increase customer satisfaction. First response time was taken from 90 hours to under 24 hours in just six months - a formidable 73 percent improvement.

“Zendesk Support helps us prioritize and plan resources to better serve our customers in the Forever New stores, warehouses, and administrative offices,” says Keays.

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