TechValidate Research on Talkdesk

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Talkdesk Case Study

The Ce Shop

Introduction

This case study of The CE Shop is based on a November 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service.

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“The easier it is for our agents to work, the better and easier they can help our customers.”

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 voice quality
    • Poor value for money
    • 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:
    • 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: 10%-24%
    • agent satisfaction or productivity: 25% to 49%
    • handle/resolution improvements: 25% to 49%
    • reduced costs: 10%-24%

Company Profile

Company:
The CE Shop

Company Size:
Medium Enterprise

Industry:
Real Estate

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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Talkdesk

Source: Cole Jurkiewicz, Customer Service Manager, The CE Shop
Validated
  Published: Mar. 21, 2022   TVID: 886-378-BA8




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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