Case Study: Edenred boosts customer service efficiency with Premium Plus and Zendesk

Edenred cuts customer agent contacts by 40% with Premium Plus

Edenred, a supplier of services and payment solutions, faced a significant challenge in providing efficient and structured support to its diverse group of over 1.5 million customers, which included employers, employees, and merchants. They needed a single tool to manage this wide range of questions and requirements for their customer care center. Premium Plus, working with the Zendesk platform, was selected to implement an overarching solution.

Premium Plus implemented Zendesk Support and Guide with an Answer Bot to create a comprehensive FAQ section and a detailed web form. This solution led to a 40% reduction in contacts requiring a customer agent, with 5% of requests now answered automatically by the bot. The platform also proved to be extremely reliable and stable. Premium Plus further demonstrated its value by rapidly integrating Zendesk with Aircall to enable seamless remote work for all agents at the start of the coronavirus lockdown.

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