Case Study: Carrefour improves customer satisfaction with Zendesk and Premium Plus

Carrefour boosts one-touch tickets to 89% with Premium Plus

Carrefour, a retail giant, faced the challenge of managing an extremely complex volume of customer inquiries from multiple digital channels, receiving thousands of emails and chat messages monthly. To meet customer expectations, they needed a reliable multi-channel solution. They partnered with vendor Premium Plus to implement the Zendesk platform.

Premium Plus successfully implemented a customized Zendesk solution in under three months. This resulted in a more efficient handling of all customer interactions in one place, an increase in one-touch tickets from 84% to 89%, 20% faster handling, and a 95% customer satisfaction rate. The centralization of FAQs also saved significant time for both customers and agents.

Carrefour