Case Study: Audio Tech Leader
How an Audio Tech Leader Cut Response Times from 3 Days to Same-Day
- Location: Sydney, NSW
- Industry: Manufacturing
- Employees: 800+
- Type: B2B & B2C
Key stats and metrics to highlight
customers get a response within a day
high customer satisfaction rating
fewer daily support tickets
self-service interactions per month
Introduction
Providing timely, high-quality customer support is critical for businesses operating at scale. This audio technology leader faced growing ticket volumes and long response times, creating challenges for both customers and support agents.
By partnering with SuccessCX, the company redefined its approach to customer service, leveraging automation, AI, and self-service tools to enhance efficiency. The result? A dramatic reduction in response times—from three days to same-day—while maintaining a 92% customer satisfaction score.
This case study explores how SuccessCX helped the company streamline its support operations, improve agent productivity, and create a more seamless experience for customers worldwide.
Client Background
As a leader in audio technology for over 50 years, the company faced challenges in modernising its support operations due to a growing customer base and product complexity.
High volumes of unique technical inquiries necessitated a balance between personalised support and efficient self-service.
Partnering with SuccessCX, the company aimed to enhance customer experience, streamline workflows, and integrate automation to meet increasing demand while maintaining service quality.
Optimizing Global Support
A year ago, the company set out to enhance its customer support system to better serve a global audience. “Our users push the boundaries of our products in ways we never imagined. We wanted to give them the freedom to explore with seamless support,” says their Global Head of Customer Experience. Unlike traditional call centers with rigid structures, the company aimed for a more flexible, self-service-driven approach.
However, their existing setup wasn’t built for this level of service. “We had been using Zendesk for years, but our workflows weren’t optimized. We needed a fresh approach.”
To achieve this, the company partnered with SuccessCX. “Technology alone isn’t enough—it’s about enabling people,” says Paul Bichsel, Founder and CEO of SuccessCX. The team identified three key areas for improvement: agent experience, reporting, and collaboration.
“There was too much manual work and not enough automation, which led to inefficiencies and communication gaps,” adds Lewis Gyde, Account Relationship Manager at SuccessCX. By reconfiguring workflows and optimising the Zendesk setup, they created a more efficient system that empowered agents and improved customer interactions.
Scaling Personalised Support with Automation
The complexity of the company’s products led to frequent back-and-forth interactions, creating long queues of support tickets. To manage this, they shifted to a self-service model with the help of SuccessCX.
The team revamped over 800 Zendesk Help Center articles, enabling more customers to find answers on their own. This approach helped control ticket volumes despite business growth and new product launches.
One of the biggest wins was automating responses for common inquiries. “Customers now receive instant replies with relevant support articles. If their issue is solved, the ticket never reaches an agent,” says their Global Head of Customer Experience. “A year ago, we didn’t have this level of automation.”
For more complex cases, the company integrated Mavenoid for AI-powered chat support. This shift resulted in 100,000 self-service interactions per month, reducing direct agent interactions to just 10,000.
The results were clear: “We used to handle 800 tickets daily, with customers waiting three days for a response. Now, 90% get a same-day reply—all while maintaining a 92% CSAT.”
Enhancing Agent Productivity
To reduce administrative workload, the company leveraged Zendesk to automate ticket review and assignment. Integrations with Shopify and Salesforce pulled key customer data directly into Zendesk, allowing agents to work within a single interface instead of switching between multiple platforms.
Standardising workflows across global teams was another major improvement. By transitioning to an agent workspace view, tickets are now routed seamlessly between support teams in Australia, the US, and the UK. “If a customer replies at 5 PM in Australia, the next available agent in the UK picks it up instantly,” says their Global Head of Customer Experience. “This ‘follow the sun’ model keeps responses consistent and brings us within six hours of 24/7 coverage.”
Optimising Zendesk also led to cost savings. “We used to rely on a third-party ticket routing app that cost thousands per year. Now, Zendesk’s native omnichannel routing does the job for free.”
Maintaining High Service Standards Globally
To prioritise urgent requests, the company introduced custom queues, Advanced AI, and automation. “Zendesk triggers and automations adjust ticket priority based on origin and sentiment, eliminating the need for manual intervention,” says their Global Head of Customer Experience. “This frees up team leaders to focus on strategy while ensuring timely customer responses.”
With fewer repetitive tasks, the team shifted its focus to maintaining consistent service quality. Zendesk QA became a key tool for coaching and monitoring interactions. “It helps us identify where agents align with or deviate from our approach.”.
Previously, quality assurance was a manual, time-consuming process. “We spent 20 hours finding examples and another 20 sorting through spreadsheets.” This often led to finger-pointing. Now, Zendesk QA brings objectivity. “Instead of blame, we’ve built a culture of continuous improvement, with everyone following the same rulebook and scorecards.”
Embracing Future Innovations
The company plans to expand its use of Zendesk to support additional brands without increasing headcount or infrastructure costs. By refining AI-driven workflows, the goal is to further automate routine inquiries, allowing agents to focus on more complex customer needs.
Continuous optimisation remains a priority. Regularly reviewing and adapting Zendesk’s capabilities ensures the platform delivers maximum value. SuccessCX played a key role in uncovering untapped features and optimising workflows, helping the company scale efficiently while maintaining high service standards.
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