Case Study: DPG Media boosts support capacity and customer satisfaction with Premium Plus

Dpg Media boosts customer satisfaction to 86% with Premium Plus

The customer, Dpg Media, is Belgium's largest media company. Their challenge was managing a high volume of diverse customer queries for their fifteen brands with a small, centralized support team of fifteen people, which was under increasing pressure. They partnered with vendor Premium Plus to implement a solution using Zendesk.

Premium Plus implemented AI-driven tools including FAQ pages and the Answerbot to automate responses, alongside customized email templates for each brand. This solution allowed Dpg Media to handle 2,000 tickets monthly with the same team size, achieve a 90% one-touch ticket rate, and raise their customer satisfaction score to 86%.

Dpg Media