Susana D’Elia Lago, technical support director, Elisa Videra
Elisa Videra is a global service provider of large visual communications solutions with teams spread across Finland, Sweden, Norway, the United Kingdom, Spain, Italy, Russia, Hong Kong and Singapore. It has consulted, planned and operated visual communication implementations in 14,000 installations worldwide in over 90 countries.
Providing support to 150 customers, 24 hours a day, 365 days of the year, in different languages, Elisa Videra needed a reliable and available solution that would be a game-changer in customer relationship management. Talkdesk Enterprise Cloud Contact Center was up to the challenge, presenting an available 100% Uptime Service Level Agreement (SLA) and a seamless integration with Salesforce.
Such integration allows Elisa Videra to provide customer information via automatic pop-up windows to its agents through Talkdesk for Salesforce, reducing wait time for customers and providing a more personalized experience. This milestone is reflected in an increase of both Net Promoter Score (NPS) and Customer Satisfaction (CSAT) for Elisa Videra.
Elisa Videra implemented Talkdesk in all levels of its organization, including support teams, team leaders and managers. Elisa Videra’s customer service leadership relies on Talkdesk Reporting & Analytics to follow call performance and track how they can enhance its quality. The same reporting capabilities have also allowed teams to know what customer is calling and what time, allowing resource management around that data whenever necessary.
The routing feature which directs calls to a specific agent or team, based on customer preference, has also been a huge key element is Elisa Videra’s customer relationship management. Customers can now select an agent in their native language or choose the call-back option, so that the customer support system does not miss one single call.
“Our experience with Talkdesk so far has been excellent. Their support team is very professional, very fast whenever we need them, they provide very detailed information and reports about our performance. Really good!” – Susana D’Elia Lago, technical support director, Elisa Videra.
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