New York, New York
Number of Employees
Decrease in email response time
< 15 secs
Phone pickup time
Chat self-serve rate
Pair Eyewear created an innovative approach to high-quality eyeglasses with magnetic frames that can be swapped out, allowing customers to build a personalized collection without needing to shop in store. The company strives to provide a personalized, white glove support experience across chat, email, voice, web, and social media, which is no small feat when handling an average volume of over 1,000 orders per day.
When Pair Eyewear started growing rapidly, the team needed a scalable CX solution with more reporting, automation, and integration capabilities. Adding Zendesk Suite to its toolbox provided an omnichannel routing system with optimal flexibility, allowing Pair to build its own best-of-breed tech stack and drive efficiency. Launching live chat with Ada allowed 75 percent of users to self-serve in chat, while merging RedRoute with Zendesk helped deflect 18 percent of calls with self-service and reduce agent response time to less than 15 seconds. The Shopify and Lang.ai integrations have empowered agents with better visibility and faster ticket routing, resulting in a 91 percent decrease in average email response time, from 48 hours to under 4 hours.
As ticket volume and complexity increased, Pair Eyewear found incremental value in using the app marketplace. From Lessonly to Storyhub and beyond, a long list of successful integrations have led to higher agent efficiency, stronger analytics, and better training. For example, quality assurance data was nonexistent before Pair linked Pathlight, MaestroQA, and the Stella Connect app to Zendesk. Now agents have access to customer feedback, coaching, and daily metrics based on performance, and Pair’s average QA score is 85 percent. With stronger analytics at their fingertips, team members have improved agent engagement and achieved a 96 percent CSAT score.
Zendesk for Startups
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