What does Premium Plus do?
Premium Plus is a Zendesk implementation and optimisation partner. We set up Zendesk for new customers, help existing customers optimise and adopt AI, and extend Zendesk with AI agents, Copilot, voice and custom integrations, as an ongoing partnership rather than a one-off project.
How is Premium Plus different from other Zendesk partners?
We've worked exclusively on Zendesk since 2012. That focus means deeper product knowledge, direct relationships with Zendesk's own product teams, and early access to new features most partners see only after launch.
Do I need to be an existing Zendesk customer to work with Premium Plus?
No. We work with organisations setting up Zendesk for the first time and with organisations that have used it for years. The starting point is different, the partnership isn't.
What's the difference between Zendesk implementation and Zendesk optimisation?
Implementation is setting Zendesk up for the first time. Optimisation improves a setup that's already live, adjusting routing, workflows and SLAs without starting over.
We already use Zendesk. Where do we start?
Most existing customers start with a health check to identify what's working and what isn't, then move into optimisation, analytics or AI depending on what the health check finds.
What's the difference between AI Agents and Copilot?
AI Agents resolve customer conversations directly, without a human involved. Copilot supports your human agents while they work, it assists them, it doesn't replace them.
What are Custom Agents and Action Flows?
Custom Agents interpret unstructured requests using AI and reuse that logic across workflows. Action Flows are the deterministic counterpart, connecting Zendesk to external systems like Salesforce or Jira. Together, they power what happens behind your AI Agents and Copilot.
Do we need Zendesk implementation before Premium Care?
Yes. Premium Care is ongoing support layered on top of a working Zendesk setup, so implementation or a health check comes first.
Can we buy one service on its own, or only as part of a package?
Every engagement is scoped around your goals, so what's included depends on what you need. Talk to us and we'll map the right combination for your situation.
Which industries does Premium Plus work with?
We work across sectors, with particular depth in retail and ecommerce, technology and software, and financial services, alongside travel, facilities and the public sector.
Which countries does Premium Plus work in?
Premium Plus works with organisations across Europe. We have offices in Belgium, France and the UK, and our teams work in multiple languages with local knowledge of regional business practices and GDPR requirements, so you get one partner across all your markets.
