TechValidate Research on Talkdesk

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Talkdesk Case Study

Airbusiness

Introduction

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

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“We have gone from 100% inhouse to outsourced to 5 BPO’s”

“Talkdesk gives our organization a better way to deliver a great customer experience.”

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:
    • Lack of innovation
    • 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:
    • Value for investment
    • Ease of customization & administration
    • Product feature set/functionality
    • AI and automation capabilities
    • Capability to scale
    • 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: 25% to 49%
    • Customer satisfaction improvement (CSAT, NPS scores): 0 to 10%
    • Agent satisfaction or productivity: 10%-24%
    • Handle/resolution improvements: 25% to 49%
    • Reduced costs: 10%-24%

Company Profile

Company:
Airbusiness

Company Size:
Medium Enterprise

Industry:
Media & Entertainment

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

Source: Christopher Pash, Contact Centre Telephony Specialist, Airbusiness
Validated
  Published: Jan. 9, 2022   TVID: 49E-167-5F0




About This Data

This data was sourced directly from verified users of Talkdesk by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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