Case Study: Livera delivers faster, personalized online customer service with Premium Plus and Zendesk

Livera handles customer tickets in 90 minutes with Premium Plus

Livera, a Netherlands-based lingerie retailer, faced the challenge of bringing its digital customer care to the same high standard as its renowned in-store experience after deciding to insource its customer service. They needed a user-friendly, cloud-based platform to manage customer interactions across all digital channels and turned to Zendesk, implemented with the help of vendor Premium Plus.

Premium Plus provided a pragmatic and expert implementation of the Zendesk Suite, which included Support, Guide, and Talk. The solution enabled highly efficient live chat support from human agents, leading to a more natural customer interaction. This resulted in Livera handling twice as many customer tickets as the sector average and resolving them in 90 minutes instead of the industry average of 19 hours, driving higher conversion rates and increased customer satisfaction.

Livera