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
Introduction
Providing timely, high-quality customer support is hard to keep up at scale. This audio technology leader had growing ticket volumes and long response times, which was wearing on customers and agents alike.
Working with SuccessCX, the company rebuilt its approach to customer service around automation, AI and self-service. Response times went from three days to same-day, and the 92% customer satisfaction score held.
This case study covers how SuccessCX helped streamline support operations, lift agent productivity, and make the experience simpler for customers worldwide.
Client Background
The company has led its field in audio technology for over 50 years. A growing customer base and increasingly complex products had left its support operation behind.
Most enquiries were technical and one-off, which meant balancing genuinely personal support against self-service that could carry the volume.
It partnered with SuccessCX to improve the customer experience, tidy the workflows, and bring in automation that could meet demand without dropping service quality.
Optimising global support
A year ago, the company set out to improve customer support for 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. Rather than a traditional call centre with rigid structures, they wanted something flexible and self-service first.
Their existing setup was not built for it. “We had been using Zendesk for years, but our workflows weren’t optimised. We needed a fresh approach.”
They brought in SuccessCX. “Technology alone isn’t enough. It’s about enabling people,” says Paul Bichsel, Founder and CEO of SuccessCX. The team picked three areas to work on: 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. Reconfiguring the workflows and the Zendesk setup produced a more efficient system that empowered agents and better customer interactions.
Scaling personalised support with automation
The products are complex, so tickets turned into long back-and-forth threads and the queue grew. With SuccessCX, the company moved to a self-service model.
The team rewrote over 800 Zendesk Help Center articles so more customers could find answers themselves. That kept ticket volumes in check through business growth and new product launches.
Automating replies to common enquiries was the biggest single win. “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 harder cases, the company added Mavenoid for AI-powered chat support. Self-service now runs at 100,000 interactions a month, against 10,000 that reach an agent.
“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 cut the administrative load, the company used Zendesk to automate ticket review and assignment. Shopify and Salesforce integrations pull customer data straight into Zendesk, so agents stay in one interface instead of switching between systems.
Standardising workflows across the global teams mattered just as much. Moving to an agent workspace view means tickets route between support teams in Australia, the US and the UK without anyone handing them over. “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.”
It also saved money. “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 get urgent requests to the front, 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 turned to service quality. Zendesk QA became the tool for coaching and monitoring interactions. “It helps us identify where agents align with or deviate from our approach.”
Quality assurance used to be manual and slow. “We spent 20 hours finding examples and another 20 sorting through spreadsheets.” It also tended to end in finger-pointing. Zendesk QA took the argument out of it. “Instead of blame, we’ve built a culture of continuous improvement, with everyone following the same rulebook and scorecards.”
What comes next
The company plans to run more brands through Zendesk without adding headcount or infrastructure. Refining the AI-driven workflows should automate more routine enquiries and leave agents on the complex ones.
Reviewing the Zendesk setup regularly is part of the plan rather than a one-off. SuccessCX found features the company was not using and reworked the workflows around them, helping the company scale efficiently while maintaining high service standards.
Your customers are waiting for better.
Your team is ready to deliver it.
With the right strategy, Zendesk setup, and AI support, your team can reduce repetitive work, move faster, and keep the human touch where it matters.