British bakery chain advances customer support with automation, chat, and an optimised help centre
Cooplands partners with Route 101 to refine its Zendesk platform, implement a Zendesk Messaging chat service, and improve self-service features.
Cooplands, a celebrated British bakery chain with a history dating back to 1885, started as a small pork butcher and pie shop in Scarborough. Today, it operates 160 locations across Yorkshire, Lincolnshire, Nottinghamshire, and the North East.
Cooplands had already implemented Zendesk, but the team wanted to refine operations and improve communication with customers and suppliers. They saw an opportunity to enhance ticket management across phone and email channels, introduce a chat service for direct digital interactions, and develop a help centre to expand self-service options.
Download the case study to see how Route 101 helped Cooplands:
- Automate Zendesk processes, including email triggers, notifications, and advanced reporting
- Implement Zendesk Messaging and help centre with a practical FAQ database for customers, suppliers, and staff
Company profile
Sector: Retail
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