Talkdesk Case Studies : Page 3

Talkdesk Case Study

Glasses Usa.Com

Introduction

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

“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:
- 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:
- 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%
- Reduced costs: 10%-24%
They improved customer satisfaction by 2% 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

Talkdesk Case Study

Cityblock Health

Introduction

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

“Talkdesk is used for two main reasons in our organization. One is for outreach, to connect with members who may not know about the services we offer to them at no extra cost from their health plan. Second is with handling inbound calls with various needs from urgent care to appointment scheduling.”

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:
- We did not have call center software before, this was a new need

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.)
- Product feature set/functionality
- 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: 75% or more
- Agent satisfaction or productivity: 50%-74%
- Handle/resolution improvements: 25% to 49%

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

Talkdesk Case Study

The Scotts Miracle Gro Company

Introduction

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

“I love that the system is hands-off and I know there are no issues.”

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 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:
- Call quality
- Value for investment
- Ease of use
- Ease of customization & administration
- Product feature set/functionality

Results

The surveyed company achieved the following results with Talkdesk:

Level of improvement on the following since using Talkdesk:
- Ability to meet SLAs: 0 to 10%
- Customer satisfaction improvement (CSAT, NPS scores): 50%-74%
- Agent satisfaction or productivity: 75% or more
- Handle/resolution improvements: 75% or more
They improved customer satisfaction by 50% 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

Talkdesk Case Study

Smithrx

Introduction

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

“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:
- Inability to scale

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.)
- AI and automation capabilities
- Capability to scale

Results

The surveyed company achieved the following results with Talkdesk:

Level of improvement on the following since using Talkdesk:
- Customer satisfaction improvement (CSAT, NPS scores): 50%-74%
- Agent satisfaction or productivity: 50%-74%
- Handle/resolution improvements: 75% or more
- Reduced costs: 50%-74%

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

Talkdesk Case Study

Seco Energy

Introduction

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

“We use Talkdesk for our Call Center agents and specialists who assist in specific work groups…. It has helped us tremendously with the challenges we face today allowing our agents to work from home. It also gives in great details monitoring capabilities which is so important when managing your teams remotely. "

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:
- Difficult/inability to support hybrid/distributed/remote/WFM model
- Needed something to work with our IVR changes.

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
- Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.)
- AI and automation capabilities

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): 50%-74%
- Agent satisfaction or productivity: 50%-74%
- Handle/resolution improvements: 25% to 49%
- Reduced costs: 10%-24%
They improved customer satisfaction by 25% since implementing Talkdesk.
How using Talkdesk impacts their day-to-day experience as a CX professional:

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

65 Case Studies – Page 3 of 3

Glasses Usa.Com

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

Cityblock Health

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

The Scotts Miracle Gro Company

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

Smithrx

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

Seco Energy

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk