Solve It Stories - Talkdesk

SOLVE IT STORIES TALES OF CUSTOMER SUCCESS FROM OUR PARTNERS How Talkdesk helped On transition its customer service team to remote. THE CHALLENGE In the rapidly changing landscape of the On is a global footwear and apparel brand based in Zurich, sports industry, it’s imperative that we are Switzerland, with products available in over 50 countries. As one of always available to our customers through Switzerland’s top startups, and as one of the fastest-growing sports multiple channels so they can reach us companies in the world, On was looking to expand its footprint and through the method they prefer. grow its customer service organization in multiple languages and Outstanding customer service is vital to our countries. With its previous solution, On was experiencing a lack of success, and we are confident that our transparency, limited reporting, and no global picture. It was also move to Talkdesk will sustain and strengthen looking for a solution that was cloud-based to enable its “Happiness the connection we have with our Deliverers” to work remotely, and that could also provide an customers. exceptional customer experience for its customers. Josie Lennard THE OPPORTUNITY Head of Customer Service, North America, On Businesses often need ways to provide exceptional customer experiences through a cloud-based solution. HOW DO THEY ... • Personalize customer interactions to develop top-notch service? • Offer real-time reporting on agent performance to leadership? • Enable a remote working environment for all employees? In the case of On, it needed a solution that would integrate with its CRM solution and help it expand its customer service offerings. It was able to do this with the help of Talkdesk.

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.