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.
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