UrbanStems elevates customer service with Zendesk AI

UrbanStems is an online flower and plant delivery service that offers same-day and next-day shipping to select cities and nationwide. Its customer care team provides 24/7 support through phone, email, and chat. In this video, Director of Customer Happiness Laura McDonald shares how UrbanStems achieved a 39 percent ticket deflection rate and saved $100,000 in three months by using Zendesk AI in its help center. She also discusses how automating conversational responses to common questions frees agents to focus on more complex issues and enhance the human experience.