Swiss run shoe brand On has selected cloud customer service specialist Talkdesk to ‘propel its customer service operations ahead.’
“In the rapidly changing landscape of the sports industry, it’s imperative that we are always available to our customers through multiple channels so they can reach us through the method they prefer,” said Josie Lennard, Head of Customer Service, North America at On.
“Outstanding customer service is vital to our success and we are confident that our move to Talkdesk will sustain and strengthen the connection we have with our customers.”
On chose Talkdesk for its cloud flexibility to support growth while maintaining voice quality and systemwide reliability. Talkdesk Customer Engagement, powered by artificial intelligence (AI) from Talkdesk iQ, offers On the intelligent routing and customization options it needs to expand to support its global brand in multiple countries and languages.
Starting with its contact centre in the US, On is expanding its customer service workforce with support centres in Europe, Asia, South America and Australia.
‘Leveraging the quick-implementation abilities of Talkdesk cloud solutions, On was able to activate a new customer service team in Japan, provision local support phone numbers and onboard at-home agents in less than three days.’
“We are excited by On’s selection of Talkdesk and look forward to being the foundation upon which they can provide outstanding customer experience,” said Tiago Paiva, Chief Executive Officer at Talkdesk.
“Today’s forward-thinking enterprise organizations are making the customer experience a competitive advantage with Talkdesk and transforming their contact centres to keep pace with customer demand.”
On utilizes a custom-built, customer relationship management (CRM) database from Salesforce to maintain customer records. It leverages the integration of Talkdesk for Salesforce to increase agent efficiency and reduce average handle time.
Talkdesk syncs with On’s Salesforce records, automatically providing a complete customer profile to the agent and ‘empowering them to have more informed, personalized conversations that deliver results.’
‘Through comprehensive historical reports and native real-time reporting, On now has a deeper understanding of agent performance and with access to detailed breakdowns of operational metrics to drive efficiency improvements.’
www.on-running.com
www.talkdesk.com
