How Coco Republic delivers luxury service with Zendesk | Zendesk customer story
For a luxury furniture brand built on relationships, service can't stop when the sale ends. See how Coco Republic transformed its customer experience with Zendesk - cutting phone wait times from over an hour to just 30 seconds, and lifting NPS by 70%.
Founded in 1984, Coco Republic is one of Australia and New Zealand's leading luxury furniture retailers, with 15 showrooms and a reputation for creating memorable, white-glove moments. But after the sale, disconnected systems and an outsourced contact centre were letting clients down — long wait times, repeated conversations, and no single source of truth.
By bringing service back in-house on Zendesk Contact Center, with Zendesk AI and QA working behind the scenes, Coco Republic unified its stores and customer care teams and made every interaction as premium as the showroom experience.
Hear from Chief Operating Officer Christine Polson and Customer Experience Manager Michael Pagano on how they did it.
📊 The results:
- 92% reduction in phone wait time — from 1+ hour to 30 seconds
- 70% improvement in NPS
- 60% reduction in average handling time
- 88% reduction in call abandonment (from 41.5% to 5%)
- One source of truth uniting showrooms and customer service
💬 "AI isn't the tool servicing our customers — it's teaching our team members how to service better." — Christine Polson, COO, Coco Republic
Read the full story:
👉 https://zdsk.co/4x57eWK
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