Case Study: Livera improves online customer experience and conversion with Zendesk and Premium Plus

Livera delivers an optimal online customer experience thanks to Zendesk and Premium Plus

Livera, a Dutch lingerie retailer, faced the challenge of elevating its digital customer service to match its renowned in-store experience. The company needed a user-friendly, cloud-based platform to handle customer inquiries across digital channels after deciding to bring its customer care operations back in-house. They turned to the vendor Premium Plus for implementation support with Zendesk products.

Premium Plus provided a pragmatic and expert implementation of Zendesk Support, Guide, and Talk, completing the project in just six weeks. This partnership resulted in a highly effective Live Chat function, leading to a higher conversion rate and increased revenue. The solution also significantly improved efficiency, with Livera now resolving customer tickets in an average of 90 minutes compared to the sector average of 19 hours.

Livera

Marçanne Dragt

E-commerce & Cross Channel Manager