Case Study: Jules achieves omnichannel CX excellence with Premium Plus and Zendesk

Fashion Retailer's Shift to Omnichannel Excellence with Zendesk

Jules, a leading fashion retailer, faced challenges in delivering a seamless omnichannel experience. Their customer service struggled with consistency across multiple platforms, personalisation, and operational efficiency under high query volumes. They partnered with the vendor Premium Plus and implemented Zendesk to address these issues and unify their customer interactions.

Premium Plus implemented a strategic solution using Zendesk to create an omnichannel hub, introduce AI-powered self-service, and provide a 360-degree customer view for agents. This resulted in significant measurable improvements: SLA achievement rose from 61% to 88%, the Net Promoter Score (NPS) improved from -20 to +11, and store-related support requests were reduced by 30%.

Jules

Emilie Serra

CX Manager