Earlier this month we sat down with the charming Quaid Combstock, Growth Lead at Lineten.
Founded in 2013, Lineten brings together the best delivery companies and POS integrations shaping the future of the e-commerce industry. They believe that e-commerce companies should deliver the best value to their customers, instead of investing too many resources outside the companies’ unique selling proposition. In addition to improving their average wait time, Lineten saw a number of improvements by moving their contact center to the cloud with Talkdesk.
Q1. Tell me about yourself, your current role, and how you got to where you are today?
Quaid: In my role as Growth Lead at Lineten, I deliver, test, and execute growth strategies for new markets. I also identify partnership opportunities with large enterprises and lead all aspects of deal execution, including prioritization of partners, strategic and financial assessment, transaction structuring, negotiation, and implementation.
Q2. Can you provide some background on Lineten?
Quaid: Lineten operates in the e-commerce and logistics industry. We are a tech startup and currently going through our series A funding. We work with organizations of all sizes globally; SME’s to Enterprise and in all sectors. We bring the best delivery partners together, to help clients and organizations grow.
Q3. Tell us about your contact center(s)?
Quaid: I would like to say every parcel arrives on time, but unfortunately sometimes things go wrong. It’s critical when things do go wrong, that our customers are able to reach us. At the moment we operate within 10 countries and have three contact centers globally. Agents work in departments including customer services, marketing, sales, accounting, and tech development.
Q4. What did you have before and what was the main driver for a call center solution?
Quaid: Our previous system, was nothing more than a traditional phone. In our business when your customers are unable to contact you about a logistical issue, that is a big problem. They need to get in touch at that moment. For our customers, it’s not a matter of emailing and waiting a couple of days, they want to speak to us immediately.
Q5. Why did you choose Talkdesk?
Quaid: Since we didn’t have a contact center solution, customers had a long average wait time sometimes up to two minutes and many were hanging up in the first 30 seconds. So our top priority was to make sure our customer’s calls were answered quickly and we also had a lower abandonment rate.
We were looking for a partner that wasn’t just a telephony provider that sold a contact center solution, but a partner that had the ability and willingness to help us grow, and teach us how best to use their contact center solution. We found this in Talkdesk.
Q6. What benefits have you seen from implementing Talkdesk into your contact center?
Quaid: Talkdesk has enabled us to revolutionize our customer experience. We have been able to reduce our average wait time from just under two minutes to 18 seconds. Features of Talkdesk including the call bar, the notes strategy and how we can log calls, has helped us dramatically improve our data analysis and understand the root cause of why our callers are calling in. Our abandonment rate has also reduced substantially, going from 33% to 7% now.
We use Zendesk for our ticketing system, Talkdesk and Zendesk integrate really well. As soon as we get a phone call from a customer we can immediately log a ticket, leave notes, action information, note if we need to follow up later, or complete the ticket. This integration has helped two vital areas of our customer service strategy.
Q7. Any final thoughts to share?
Quaid: We work with a food delivery company in London and a large part of that contract is that we take on part of their customer experience. Their customers and vendors have been able to reach us quickly and easily through our Talkdesk IVR system and enable them to get direct questions from us, rather than having a delay to get information. Talkdesk enables us to not only improve our client experience but improve our clients’ customers experience as well.
Talkdesk provides us a great account manager, helped us use the data analytics and it’s great to have the Talkdesk team who’s there to help and support us along our journey. Talkdesk has been invaluable.
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