Case Study: BrightLocal achieves 46% automation with Zendesk AI Chatbot from Premium Plus

Zendesk AI Chatbot BrightLocal's Journey to 46% Automation Rate

BrightLocal, a leader in local SEO tools, faced a challenge with their basic Zendesk setup and a high volume of repetitive customer inquiries, which bogged down their support team. They partnered with the vendor Premium Plus to implement and optimize the Zendesk AI chatbot to automate these tasks and improve efficiency.

Premium Plus implemented the Zendesk AI chatbot in strategic phases, which included optimizing the overall Zendesk capabilities. The results were a 46% automation rate, a 51% deflection rate, and a bot satisfaction rate that reached 100%. This allowed BrightLocal to offer 24/7 support and free up its team for more meaningful customer interactions.

BrightLocal

Vicky Chandler

Head of Customer Success & Support