Case Study: SOFACOMPANY achieves unified omnichannel support with Zendesk and Premium Plus

Sofacompany boosts bot-handled conversations to 60.8% with Premium Plus

Sofacompany, a Danish furniture retailer, faced challenges with fragmented customer support systems, a lack of AI automation, and complex workflows that hindered efficiency. To overhaul its operations, Sofacompany partnered with Premium Plus to implement an omnichannel strategy using the Zendesk platform.

Premium Plus delivered a unified Zendesk solution that consolidated multiple channels, integrated with the company's ERP system, and launched an AI chatbot. This implementation resulted in faster support, happier agents, and a more efficient single system. Measurable impacts include the AI bot handling 60.8% of conversations and a 301.6% increase in generative conversations shortly after launch.

Sofacompany