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.

SOLVE IT STORIES SOLVE IT STORIES The Successful Outcome After evaluating other o昀昀erings and their compatibility with Service Cloud Voice, Mercado Libre decided to move forward with Talkdesk, which ultimately drove operational e昀케ciencies — reducing costs and increasing revenue. Talkdesk provided the 昀氀exibility for agents to be on either the open CTI solution or the SCV solution. Talkdesk’s strong integration with Service Cloud Voice and implementation speed made it a sure昀椀re winner for Mercado Libre. The Talkdesk implementation took only 46 days using four sprints across 昀椀ve di昀昀erent countries, and despite this, no operations were halted during the entire process. Mercado Libre expanded from having two contact centers to seven contact centers which expands their reach within LATAM. This has resulted in ... • Improved agent experience and satisfaction • The consolidation of two major data sources — operational and administrative — resulting in the ability to monitor regional call centers more closely • A deeper understanding of quality performance and operational metrics to drive e昀케ciency and customer experience improvements Considerations for customers who are looking to provide exceptional customer service experiences: • Invest in your service agents. In order to provide great customer experiences, agents need to trust they have the right tools to do their jobs successfully. A great service agent 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 agent performance and operational metrics can create a culture of transparency. It can also increase the opportunity for learnings that can result in improvements in agent and customer experience operations. Learn more Learn more about Talkdesk for Salesforce on AppExchange.