Client
DUSK
Sector
eCommerce Retail
Service
Technology Planning and Selection
Providing Zendesk development support to enhance customer service operations
DUSK is a UK-based online homeware and furniture retailer offering stylish, high-quality products, including sofas, beds, furniture, bedding, and decorative accessories, at accessible prices.
Challenge
DUSK, a fast-growing UK home interiors ecommerce brand, relies on Zendesk to manage customer enquiries across its support operation.
As the business continued to grow, the internal team identified several improvements and new workflows that would enhance efficiency, reporting, and the overall customer experience. While the team had a clear vision of what needed to be implemented, they required development support to deliver these changes.
DUSK needed access to a specialist Zendesk development resource who could quickly implement improvements and optimise the platform without disrupting day-to-day operations.
Solution
Customer Contact Panel supported DUSK in sourcing an experienced Zendesk development specialist to work alongside the internal team.
The engagement was delivered in two phases, ensuring initial focus on high-impact, quick-win improvements that could deliver immediate benefits, while also laying the groundwork for a second phase of more strategic enhancements.
The resource focused on implementing platform improvements, including workflow optimisation, configuration updates, and system enhancements designed to streamline customer service processes.
Working collaboratively with DUSK’s support team, the developer translated operational requirements into practical Zendesk solutions while ensuring the platform remained aligned with the brand’s customer service goals.
Outcome
By introducing a dedicated Zendesk development resource, DUSK was able to accelerate improvements to its customer support platform without placing additional pressure on internal teams.
The engagement delivered:
- Faster implementation of Zendesk improvements and enhancements
- More efficient support workflows and automation
- Improved visibility through enhanced reporting and configuration
- A scalable platform ready to support continued business growth
- Mitigation of a potential increase that would have been required to manage peak demand
With the right technical resource in place, DUSK can continue refining its customer support infrastructure as its ecommerce operations expand.
Abby Zee, Head of Customer Experience, DUSK“We were initially unsure which Zendesk provider would be the best fit for our needs, but the CCP team took the time to really understand our requirements and guide us through the selection process. Their support, advice, and hands-on approach made the whole experience much easier, and we felt confident choosing the right provider with their help. We highly recommend them and will continue working with them as different needs arise.”
