Case Study: Standaard Boekhandel Group cuts first reply time by 90% with Premium Plus and Zendesk

Standaard Boekhandel Group cuts first reply time by 90% with Premium Plus

Standaard Boekhandel Group, a major Belgian bookseller, faced significant customer experience challenges including long response times of up to three days, fragmented communication, and outdated tools. To modernize their support and uplift their CX to modern standards, they partnered with vendor Premium Plus to implement the Zendesk customer service platform.

Premium Plus provided a tailored implementation of Zendesk, which included custom workflows, AI-powered agents, and unified support channels. This solution dramatically cut the first reply time by roughly 90%, from 2-3 days down to 7 hours, within the first month. Customer satisfaction (CSAT) scores also increased by more than 10%, demonstrating the measurable impact of the partnership with Premium Plus.

Standaard Boekhandel Group