My close friends and I always enjoy hanging out but often struggle with making a decision on what to do, where to eat, etc. We usually have a few options to choose from but tend to use the default response: “Doesn’t matter. I’m ok with anything.” Last summer, we went on a trip together to Hawaii. In order to make the most of it, we spent three months of planning to ensure we did our research about restaurants to eat at, places to visit, activities to do and more.
Talkdesk customer Chillisauce is one of the U.K.’s fastest growing event agencies, eliminating the pressure of planning by providing a seamless white-glove service to help groups and companies across Europe create amazing event experiences. Founded in 2000, Chillisauce makes it incredibly easy for groups of any size to enjoy events and weekends away.
Prior to using Talkdesk, Chillisauce was using an on-premises solution that was very high maintenance and difficult to configure. In addition, it became increasingly difficult to manage the company that they were renting a server from as it had to include day-to-day maintenance resources in the contract. After experiencing a growth in services popularity and a recent major upgrade to their entire back-end systems, Chillisauce decided it was time to find a new contact center solution that was easy to use and manage, could integrate with modern business tools, and offer new functionality that would enable teams to offer amazing customer experiences.
When Chillisauce evaluated Talkdesk, they were impressed with how easy it was to use on the admin side and the depth of integrations offered. The ability to make changes using clicks, not code, would help increase the efficiency on the admin side. They also loved the live dashboards and rich historical reports. Their legacy system lacked significant reporting capabilities, leaving them blind to important key metrics such as call volume or agent performance. In the end, Chillisauce selected Talkdesk to power its customer service experience.
Since implementing Talkdesk, administration has been a breeze. They are able to buy new phone numbers, add agents and designate holiday hours on the fly, and even make changes while working remotely without using a VPN client. Talkdesk for Slack enables agents to proactively respond to key contact center activities. Slack notifications alert teams when a voicemail is left and when a customer calls in with a CSAT score lower than their set threshold. These notifications ensure every caller receives a quick response to their inquiry and allows managers to listen in to calls and determine the reason for the lower score. Talkdesk Reporting & Analytics generates daily calls reports for the Chillisauce sales organization, giving directors easy access to the number of successful calls conducted during any given day.
Lucy Zarembski, Head of Training and Development, Chillisauce
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