SOLVE IT STORIES TALES OF CUSTOMER SUCCESS FROM OUR PARTNERS THE SUCCESSFUL OUTCOME On ultimately chose Talkdesk as its customer service solution because its cloud flexibility easily supports rapid growth. While using the Salesforce CRM We selected Talkdesk for the to maintain customer records, On uses Talkdesk for Salesforce™ to increase personalized conversation, fast team efficiency and reduce average handle time. Talkdesk syncs with the implementation, real-time company’s Salesforce records, automatically providing a complete customer reporting, and also the cloud- profile to the Happiness Deliverer and empowering them to have more based solution so the team can informed, personalized conversations that deliver results. Through work from home safely. comprehensive historical reports and native real-time reporting, On now has a deeper understanding of team performance and access to detailed Jana Trckova breakdowns of operational metrics to drive efficiency improvements. With Global Head of Customer Service, Talkdesk cloud solutions, On was even able to activate a new customer On service team in Japan, provision local support phone numbers, and onboard at-home Hapiness Deliverers in less than three days. THIS HAS RESULTED IN ... • Within three months, On shifted all global customer service team members to Talkdesk work-from-home solutions, ensuring business continuity through the COVID-19 pandemic. • 150 agents receive on average 600 calls per day in addition to high volume of requests across support channels like phone, email, and live chat. • Seamless management of customer support and reporting across seven international locations (Zurich, Berlin, U.S., China, Japan, and Australia). CONSIDERATIONS FOR CUSTOMERS WHO ARE LOOKING TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE EXPERIENCES • Invest in your teams. In order to provide great customer experiences, team members need to trust that they have the right tools to do their jobs successfully. A great customer service experience can ensure happier customers and increased sales. • Flexibility and reliability are key in today’s hybrid workforce. Leveraging the right cloud contact solution can make implementation quick and easy, no matter where in the world your team is located. • Strong reporting of team member performance and operational metrics can create a culture of transparency. It can also increase the opportunity for learnings that can result in improvements in employee and customer experience operations. Learn more Learn more about Talkdesk for Salesforce on AppExchange.