Case Study: a leading French hypermarket chain boosts efficiency and customer satisfaction with Zendesk AI features from Premium Plus

How Zendesk AI Features Transformed Customer Service for a Leading French Hypermarket Chain

A leading French hypermarket chain, managing over 25 million calls annually, faced challenges with disparate communication channels, rising customer expectations for instant service, and agent burnout due to high ticket volumes. They partnered with Premium Plus to find a solution to streamline workflows and unify their customer service operations.

With Premium Plus's expert implementation, the hypermarket chain deployed Zendesk AI features, including Conversational AI Bots and Contextual Agent Assistance. This solution led to an 18% reduction in average handling time, a 17% increase in agent productivity, and saved 49 hours in a single month, resulting in higher customer satisfaction and significant operational improvements.