Case Study: DPG Media boosts customer satisfaction and handles more support with Premium Plus

Thanks to Premium Plus, DPG Media is now supporting more brands with a helpdesk of the same size and has improved customer satisfaction

DPG Media, Belgium's largest media company, faced a significant challenge as its diverse portfolio of brands grew. Their single team of fifteen support staff was under increasing pressure to handle a wide variety of queries from all brands. They needed to support this growth and improve efficiency without expanding the size of their helpdesk team. They turned to vendor Premium Plus for a solution using the Zendesk platform.

Premium Plus implemented a solution featuring AI-driven Answerbot and multibrand FAQ pages to automate responses and deflect tickets. This allowed the support team to resolve 2,000 tickets monthly while maintaining a high customer satisfaction score of 86%. The implementation by Premium Plus successfully enabled DPG Media to support more brands with the same team size and significantly improved the customer experience.

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