Talkdesk Large Enterprise Retail Company

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Talkdesk Case Study

Large Enterprise Retail Company

Introduction

This case study of a large enterprise retail company is based on a December 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“The reporting that Talkdesk offers allows us to fine-tune our approach to customer service and best cater our tools to our customer’s needs. Talkdesk’s efficiency and attention to detail on their end allows us to effectively help customers at a rate that is rapidly becoming the new norm.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Talkdesk:

The business challenges they were experiencing with their call/contact center software that led them to implement Talkdesk:
- Poor value for money
- Lack of innovation
- Difficult/inability to integrate with other services/systems
- Difficult/inability to support hybrid/distributed/remote/WFM model
- Poor support/service

Use Case

The key features and functionalities of Talkdesk that the surveyed company uses:

The Talkdesk capabilities that were most important to them when evaluating competitive or alternative solutions:
- Ease of use
- Ease of customization & administration
- Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.)
- Support/service

Results

The surveyed company achieved the following results with Talkdesk:

Level of improvement on the following since using Talkdesk:
- Ability to meet SLAs: 75% or more
- Customer satisfaction improvement (CSAT, NPS scores): 75% or more
- Agent satisfaction or productivity: 75% or more
- Reduced costs: 50%-74%

They improved customer satisfaction by 60% since implementing Talkdesk.

About Talkdesk

Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience.

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