Living Matrix

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Talkdesk Case Study

Living Matrix

Introduction

This case study of LivingMatrix is based on a December 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service.

“We use Talkdesk for our customer support line for assistance. We are able to use Talkdesk in the US and other companies in which our customers and agents reside. Talkdesk pays attention to detail and you can see it from the moment you train on the system to the ease of use with the system and throughout customer support.”

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:
- Contract provisions that conflicted with our promise to our customers.

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:
- Call quality
- Value for investment
- 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): 50%-74%
- Agent satisfaction or productivity: 50%-74%
- Handle/resolution improvements: 50%-74%
- Reduced costs: 25% to 49%

They improved customer satisfaction by 30% 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.

Learn More:

Talkdesk

TechValidate Research on Talkdesk

Living Matrix

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

About This Data