YourParkingSpace: embracing empathy while cutting cost per solve by 94% with Zendesk

YourParkingSpace, a leading digital parking platform, partners with Zendesk to streamline support operations, empower agents, and elevate customer experiences. By leveraging Zendesk Suite, Guide, and QA, the company achieved a 94% reduction in cost per solve, a 90% one-touch resolution rate, and cut first response time from two weeks to just 16 minutes - all while maintaining its people-first approach to CX.

"With Zendesk, the only limit is our imagination. There’s always a way to improve, to innovate, and to make support even better. And that’s what keeps us moving forward."

Josh Jolly

Head of Customer Success & Quality Control at YourParkingSpace

"Scaling support isn’t just about adding more people - it’s about using the right tools to work smarter. Zendesk has been a critical part of that."

Josh Jolly

Head of Customer Success & Quality Control at YourParkingSpace

Headquarters

London, UK

Founding year

2013

Industry

Technology

Daily tickets

~1100

94%

reduction in cost per solve (£6 → £0.34)

99.9%

reduction in first reply time (two weeks → 16 minutes)

28%

decrease in support team size (40 → 29 agents), while handling nearly double the daily ticket volume

90%

One-touch resolution rate

Smart parking driven by empowered people

Parking shouldn’t be a hassle. YourParkingSpace is redefining urban mobility, ensuring that drivers can quickly and easily find the right space, whether in a private driveway or a commercial car park. Just as Airbnb reshaped short-term stays, YourParkingSpace is reimagining the way people think about parking - making it an effortless part of their journey, not a frustration.

With a fully remote, global support team spanning the UK, Spain, Canada, the Philippines, and Vietnam, YourParkingSpace ensures seamless 24/7 service. By leveraging multiple time zones and structured shifts, their team of around 30 agents provides round-the-clock assistance to customers whenever they need it.

A people-first philosophy is at the heart of YourParkingSpace’s support operations - one that values both customers and the team helping them. Head of Customer Success & Quality Control Josh Jolly recognised early on that building a truly exceptional customer experience meant giving those on the front lines a strong voice.

"We’ve built a flat, democratic team structure where agents have real influence over how we operate," says Jolly. "They know best, so we never make CX decisions without their input. It ensures buy-in, motivation, and a fresh perspective on how we can improve."

To reinforce this culture, YourParkingSpace actively involves agents in shaping CX strategy while embracing a results-driven mindset - rewarding efficiency and ensuring agents have time to recharge when queues are clear.

Turning complexity into multichannel simplicity with Zendesk

As YourParkingSpace grew, its legacy systems struggled to keep pace with increasing demand. Without structured workflows, clear prioritisation, and automation, inefficiencies led to slower response times and declining service quality. A full-scale transformation was essential.

To build a scalable, high-performing support system, YourParkingSpace implemented Zendesk Enterprise Suite. With guidance from Zendesk’s customer success team, they streamlined workflows, automated prioritisation, and introduced omnichannel support, unifying email, chat, WhatsApp, and social media into a single, seamless platform.

"Before Zendesk, we had users contacting us on different channels, and everything would just land in a big queue. Agents would pick up tickets randomly, and we weren’t making use of best practices," Jolly notes.

Zendesk also enabled the team to centralise public feedback management, allowing them to track and respond to customer sentiment efficiently across multiple platforms. "Now, every social media contact, Trustpilot or Google review, and even app store feedback comes into Zendesk," Jolly explains. "It’s all queued up properly, assigned out, and responded to efficiently."

To further streamline operations, YourParkingSpace introduced automated workflows that prioritise urgent cases - such as drivers stuck behind a barrier - by ensuring they move to the front of the queue. Additionally, an auto-merge solution consolidates duplicate tickets across all channels, eliminating redundant work and ensuring a clear, unified view of customer requests.

Empowering agents with knowledge and collaboration

Beyond automation, YourParkingSpace set its sights on empowering agents with the right knowledge and collaboration tools to drive service excellence.

By leveraging Zendesk Guide, YourParkingSpace created a centralised knowledge hub, initially for customer support, and now increasingly used by product and development teams. It allows agents to quickly access accurate information, reducing handling time and ensuring consistency. The platform also serves as an internal knowledge base, providing easy access to company policies, procedural updates, and troubleshooting guides - eliminating the need to search across multiple sources.

To further enhance service quality, YourParkingSpace implemented Zendesk QA, introducing a traffic-light grading system to coach and develop agents. New hires receive regular evaluations, gaining autonomy as they demonstrate proficiency. "Zendesk QA helped us formalise our processes in a way that’s fair, transparent, and scalable. It’s also an incredible tool for praising our agents when they deliver exceptional support," Jolly explains.

"Zendesk Side Conversations, integrated with Slack, has also transformed how we collaborate internally,” Jolly continues. “It allows agents to get instant answers from other teams without leaving the platform." Now, their CX team can seamlessly communicate with finance, operations, and other departments, accelerating decision-making and ensuring swift issue resolution.

From two weeks to 16 minutes: a support revolution powered by Zendesk

By equipping agents with the right tools, YourParkingSpace didn’t just improve efficiency - it made world-class support more cost-effective and scalable. The results have been truly game-changing.

First response time plummeted from two weeks to just 16 minutes, ensuring customers get the help they need - fast. First resolution time now stands at 0.7 hours, with full resolution reached in just 1.4 hours, significantly reducing the resources needed per ticket.

YourParkingSpace also achieved a 90% one-touch resolution rate, minimising follow-ups, improving customer satisfaction, and lowering operational strain.

Perhaps most impressively, the cost per solve dropped from £6 to just £0.34 - a 94% reduction, allowing the business to scale efficiently without increasing costs. "Scaling support isn’t just about adding more people - it’s about using the right tools to work smarter. Zendesk has been a critical part of that," Jolly explains.

This gain enabled YourParkingSpace to decrease its support team from 40 to 29 agents while handling nearly double the daily ticket volume. A more balanced workload not only improved efficiency but also created more opportunities for agent professional development, reinforcing long-term cost savings, operational stability, and the company’s people-first focus.

A commitment to care: support that truly goes the extra mile

This transformation wasn’t just about speed and cost-efficiency - it reinforced YourParkingSpace’s commitment to delivering exceptional, human-centred support. Jolly recalls a moment that encapsulates this philosophy.

A healthcare worker had just completed an exhausting night shift and was stuck in a parking facility at 3 AM. Desperate to get home, she reached out to support. One of YourParkingSpace’s agents, based in the Philippines, immediately stepped in - not just responding, but calling her directly, staying on the line for 30 minutes, and personally coordinating with on-site staff to manually lift the barrier and let her out.

"He didn’t have to do that. But he did. And he didn’t even mention it to anyone. That’s the culture we’ve built. We care for our agents, and they pass that care forward," Jolly notes. Just as YourParkingSpace is committed to supporting its customers, Zendesk has been a proactive partner in supporting YourParkingSpace.

"Zendesk has worked closely with us to optimise our setup, share best practices, and ensure we’re making the most of the platform. Their guidance has helped us scale efficiently and improve both agent and customer experiences," Jolly explains.

Pushing boundaries: the road ahead with Zendesk

Looking ahead, YourParkingSpace is set to take its customer experience to the next level by embracing AI-powered innovation and deeper automation within Zendesk. From intelligent chatbots to advanced workflows, the company aims to further reduce response times while allowing agents to focus on high-value, complex interactions.

Beyond AI, YourParkingSpace is rolling out backend integrations that will allow agents to process refunds and modify bookings directly within Zendesk, removing the need for manual back-and-forth between systems. This is expected to streamline operations even further, ensuring a faster, more seamless support experience for both customers and agents.

As part of this evolution, Zendesk’s intuitive design has reshaped how the team onboards new agents. "We used to require Zendesk experience in job descriptions. Now, we don’t. It’s that intuitive - anyone can pick it up in 30 minutes and start working effectively," Jolly notes.

For YourParkingSpace, the future of CX isn’t just about efficiency - it’s about limitless possibilities. "With Zendesk, the only limit is our imagination," Jolly says. "There’s always a way to improve, to innovate, and to make support even better. And that’s what keeps us moving forward."