Case Study: Carrefour transforms customer service with Premium Plus and Zendesk AI features

Carrefour cuts average handling time by 18% with Premium Plus

Carrefour, a leading French hypermarket chain, faced challenges in managing its vast customer service operations across disparate channels. With high ticket volumes leading to agent burnout and rising customer expectations for instant, omnichannel support, they sought a solution. They partnered with vendor Premium Plus to implement advanced Zendesk AI features to address these issues.

Premium Plus deployed Zendesk's AI features, including Conversational AI Bots and Contextual Agent Assistance, to automate responses and empower agents. This solution delivered significant results, including an 18% reduction in average handling time, a 17% increase in agent productivity, and 49 hours saved in one month. The implementation led to higher agent satisfaction and an improved customer experience.

Carrefour