Case Study: YOTEL achieves faster customer service and higher satisfaction with Premium Plus and Zendesk

YOTEL's Customer Service Transformation with Premium Plus and Zendesk

YOTEL, a modern hotel brand, faced significant customer service challenges including disjointed communication across multiple channels, a lack of actionable insights, and an overwhelming volume of repetitive guest queries. To address this, they partnered with vendor Premium Plus to implement a solution built on the Zendesk platform.

With Premium Plus's expertise, YOTEL implemented a unified Zendesk instance for all its global hotels, featuring a custom help center, automated responses, and advanced reporting. The results were a median full resolution time of 1.5 hours, a customer satisfaction score of 87%, and a streamlined operation that directed social media inquiries away from public complaints. Premium Plus enabled a swift implementation and provided ongoing support, leading to dramatic improvements in responsiveness and operational efficiency.

YOTEL

Halomi Sukhbaatar

CRM Management Consultant