Case Study: Q8 reduces call centre costs and boosts customer satisfaction with Zendesk and Premium Plus

Q8 reduces call centre costs and gets 1/3 of contacts via app with Premium Plus

Q8, a major fuel and mobility company with hundreds of petrol stations in Belgium, faced rising call center costs and a lack of transparency in handling customer queries. They needed an affordable, easy-to-use, and future-proof platform to manage customer relations efficiently and turned to vendor Premium Plus for a solution built on Zendesk.

Premium Plus implemented a pragmatic and modular Zendesk solution, integrating it with the Q8 Smiles app. This provided greater transparency, significantly increased efficiency through the use of macros, and allowed over a third of customer contacts to be made via the app within three months. The collaboration with Premium Plus successfully reduced call center costs and increased customer satisfaction for Q8.

Q8