Case Study: BrightLocal achieves 46% automation with Zendesk AI chatbot and Premium Plus

BrightLocal reaches 46% automation with Premium Plus

BrightLocal, a leader in local SEO tools, faced a challenge with their basic Zendesk setup, which was unable to handle the volume of 70,000 annual tickets from repetitive inquiries. This bottleneck slowed response times and prevented their support team from more meaningful customer work. They turned to Premium Plus for help implementing a Zendesk AI chatbot to automate these tasks.

Partnering with Premium Plus, BrightLocal implemented a strategic, phased solution that optimized their Zendesk and deployed an AI chatbot. The results were significant, including a 46% automation rate, a 51% deflection rate, and a bot satisfaction rate that soared to 100%. This freed up the team's time, achieved all internal KPIs, and enabled 24/7 support for customers.

BrightLocal