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

Carrefour - Customer Case Study

Carrefour, a major retail giant, faced the challenge of managing an overwhelmingly high volume of customer interactions from emails and chat messages, which made handling tickets extremely complex. They needed a multi-channel solution to continue meeting high customer expectations. To address this, they partnered with vendor Premium Plus.

Premium Plus implemented the Zendesk Suite, providing a centralized, multi-channel, and user-friendly platform. This solution led to significant results, including an increase in one-touch tickets from 84% to 89%, 20% faster handling, and a 95% customer satisfaction score. The implementation by Premium Plus also centralized FAQs and integrated new channels like live chat and WhatsApp, saving time for both customers and agents.

Carrefour

Sarah De Waele

Customer Care Manager