Founded in 1992 in the Vaucluse region of France, Florajet is now one of the country’s leading express flower delivery companies. Through a network of more than 4,500 partner florists, the company offers delivery within three hours, seven days a week, across France and internationally.
Every day, Florajet’s teams help customers mark life’s important moments: birthdays, weddings, new arrivals, thank-you gifts and condolences. This commitment calls for highly responsive, readily available customer service.
The challenges Florajet faced
Like many e-commerce businesses, Florajet has seen customer expectations change rapidly.
Today’s consumers want:
- Fast, personalised responses.
- More reassurance throughout the buying journey.
- A seamless experience across every channel.
- Simple, immediate answers without lengthy back-and-forth exchanges.
These expectations become even more challenging during busy periods such as:
- Valentine’s Day.
- Grandmother’s Day.
- Mother’s Day.
During these peaks, enquiry volumes rise sharply, while Florajet’s commitment remains the same: to respond to customers on the same day.
“Our commitment remains unchanged: to provide a same-day response, even during our busiest periods.”
Barbara Durand — Customer Service Manager at Florajet
Why Florajet chose Zendesk
Florajet was looking for a solution that could bring all its customer service operations together while supporting orajet was looking for a solution that could centralise all its customer service operations while adapting to its evolving needs. Zendesk met several key requirements: bringing contact channels together, providing built-in artificial intelligence and managing multiple brands within a single platform.
Its customisation capabilities, integration with existing tools and the ability to quickly create help centres and knowledge bases also played a role in the decision.
XPCloud’s role in the project
As a Zendesk Premier Partner, XPCloud supported Florajet from defining business requirements through to deploying the solution. The teams designed the target system architecture, configured Zendesk and set up the views, triggers and automations needed to support customer service operations.
The project also covered CRM integration, business applications and telephony, alongside team training and the deployment of the Zendesk AI agent. The project timeline was adapted to Florajet’s operational constraints, with certain phases paused during peak periods.
“XPCloud understood our challenges and embraced our vision of the ideal tool, taking a comprehensive, 360-degree approach.”
Barbara Durand — Customer Service Manager at Florajet
A customer service platform built to handle peak demand
Zendesk now forms the foundation of Florajet’s customer service operations.
The setup includes:
- Two dedicated help centres: one for customers and one for the florist network.
- Smart contact forms.
- Automated enquiry routing.
- More than 200 configured macros to speed up handling.
- Connections to the phone system and business tools.
- A more complete view of customers and partners.
- An AI agent that can automatically answer certain enquiries.
This setup gives teams a consistent, centralised view of all interactions.
AI that supports customer service teams
Zendesk AI now plays a central role in the day-to-day work of Florajet’s customer service agents.
It helps them:
- Automate the handling of simple, repetitive enquiries.
- Suggest relevant responses.
- Draft replies.
- Translate conversations into different languages.
- Identify customer sentiment.
- Prioritise specific enquiries.
- Provide answers drawn from the knowledge base.
The aim is to give human agents more time to focus on enquiries that require their expertise.
AI now assists with 20% of the enquiries handled each day.
Tangible results for teams and customers
With the implementation of Zendesk and XPCloud’s support, Florajet has made lasting improvements to its customer service.
Benefits for customer service teams
- Greater capacity to manage peak demand.
- Faster handling of recurring enquiries.
- Better visibility into customer interactions.
- More capable, intuitive tools.
- Less pressure during busy periods.
Benefits for the customer experience
- Faster answers.
- A smoother customer journey.
- More responsive service.
- A consistent experience across all channels.
- Improved customer satisfaction.
“Today, we can see the improvement in customer satisfaction. We are more responsive and can provide almost instant answers to many enquiries.”
Barbara Durand — Customer Service Manager at Florajet
Looking ahead
Florajet continues to improve its customer service with several priorities: responding even faster, making the customer journey smoother and exploring new uses for AI, while helping teams focus more on interactions where they can add the most value.
“Today, this partnership gives us a fully reliable, functional solution that meets both our needs and those of our customers.”
Barbara Durand — Customer Service Manager at Florajet
Florajet’s experience: watch the webinar recording
Florajet, XPCloud and Zendesk shared the project in a webinar exploring how to manage peak demand and integrate artificial intelligence into customer service.
Watch the full recording to discover:
- The challenges Florajet faced.
- The decisions behind the project.
- XPCloud’s role.
- A demonstration of the Zendesk solution.
- The benefits experienced by the teams every day.
For Barbara Durand’s full account and a behind-the-scenes look at the project, watch the Florajet webinar recording.
Customer testimonial
Your satisfaction drives everything we do
XPCloud understood our business challenges and supported us well beyond the deployment itself. Their ability to adapt the project to our operational constraints, while guiding us through the adoption of Zendesk and AI, was a key factor in its success. Today, we have a reliable platform that is fully integrated with our existing systems and truly meets our needs.
Barbara Durand — Customer Service Manager at Florajet