Case Study: Timely
How Timely cut ticket volume by 30% and doubled team satisfaction
- Location: Dunedin, New Zealand
- Industry: SaaS / Booking & Payments
- Employees: 180
- Type: B2B
Key results
30%
reduction in ticket volume
50%
reduction in phone support volume
100%
work-life balance score
2x
query resolution time across all channels
“The tangible story that data tells is phenomenal. Our exec team now sees the reports created by SuccessCX as the go-to for tracking progress.”
Introduction
As a booking and payments platform used by over 27,000 hair and beauty businesses, Timely has to respond quickly when something goes wrong.
Its original support model could not scale with demand. Agents were burnt out, queues were long, and reporting had no real structure.
With SuccessCX, Timely rebuilt its Zendesk setup.
Tickets dropped, responses got faster, customer satisfaction rose, and the support team scored a perfect 100 for work-life balance.
Client background
Timely helps salons and wellness professionals spend their time on clients instead of admin. As the business grew, its own support operation stopped being sustainable.
The team was juggling calls, emails and voicemails with little structure behind any of it. “You can’t deliver exceptional service if your team is burnt out or disengaged,” said Lisa Kerr.
To move from reactive to scalable, Timely partnered with SuccessCX to rebuild its Zendesk environment around automation, triage and self-service.
“All of these new Zendesk features helped us to calm the operational environment down and start to actually look at quality work rather than fighting fires.”
From phone-heavy to self-service first
Timely’s early model leaned on one-to-one phone support. That worked while the team was small, then it started burning people out. SuccessCX shifted the load by rebuilding the support experience around Zendesk’s self-service and automation.
A redesigned Help Center and an AI-powered chatbot now answer plenty of questions before a ticket exists. Messaging replaced most phone queries, and agents handle several conversations at once. Phone calls fell by 50% and tickets by 30%.
Smarter routing, better workflows
SuccessCX moved Timely off a single reactive queue and into structured triage by category, risk level and channel. Agents get tickets that match their skills, which keeps them working instead of context-switching. An updated internal knowledge base sped up onboarding and made answers more consistent.
SLAs set clear expectations for resolution times, and new dashboards made performance visible at every level. “Zendesk’s prioritisation capabilities have been really powerful,” said Kerr. “The platform now enables things we simply couldn’t do before.”
Results that impact both sides
CSAT scores rose after launch and are still climbing. Customers get faster, more consistent help, and the support team got its breathing room back. With fewer tickets a day, people can do the work properly.
“Our staff scored 100 for work-life balance in the culture survey,” said Kerr. “They’re also scoring higher than the company average for tools and processes. That’s a direct result of the changes we made with Zendesk.”
Building for long-term scale
With the basics handled, Timely is looking ahead. AI, workforce planning and a bigger Help Center are all on the roadmap. A tighter feedback loop between support and product is helping the company ship better features too.
“Support is no longer just reactive. It’s a strategic part of how we improve the product,” said SuccessCX CEO Paul Bichsel. “That feedback loop is now a real competitive advantage.”
Customer stories
More customer stories
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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.