Solve It Story - Talkdesk ft. Mercado Libre

SOLVE IT STORIES SOLVE IT STORIES How Talkdesk helped Mercado Libre improve service agent satisfaction and e昀케ciency. Mercado Libre is a leading ecommerce technology company headquartered in Buenos Aires, Argentina. The company centers around enabling ecommerce digital and mobile payments on behalf of its customers through its suite of technology solutions. Operating out of 15 countries in Latin America with over 174.2 million users, the company depends on providing exceptional customer We needed to simplify processes service experiences, and they were having some issues prior to and improve the agent experience implementing Talkdesk. Mercado Libre was using multiple, with a global and scalable view. We disparate systems to manage its CRM, Salesforce, for sales and selected Talkdesk because it has the customer service teams, which resulted in frustration for both deepest integration on the market, service agents and customers. Teams were having issues leading global call quality, system accessing the CRM database quickly and easily to solve customer availability, and white-glove-service issues, and it became costly to manage multiple platforms for customer support that we need to both sales and contact center operations teams. They needed increase productivity and improve the experience of our customers. one uni昀椀ed solution that could work across sales and customer service teams and could be quickly implemented. Thiago Ferreira, Head of Operations The Opportunity Businesses often need ways to provide exceptional sales and customer experiences in the same CRM solution. How do they ... • Improve employee satisfaction by decreasing the number of tools utilized to manage customer relations • Streamline the access to customer information in one uni昀椀ed system. • Quickly access their Salesforce CRM data within their chosen contact center tool. In the case of Mercado Libre, it needed a solution that would integrate with its CRM, Salesforce, and allow sales and customer teams to quickly 昀椀nd customer information on the same platform. It was able to do this with the help of Talkdesk.