Jason Whitman, VP of customer success, Justworks.
Justworks’ mission is to make it easier to run a business by providing a simple and friendly platform, expert support from real people when it’s needed, and access to corporate-level beneﬁts that ensure people feel secure and valued. Justworks handles the nitty-gritty of payroll, benefits, compliance and HR, so customers have more time to learn, grow and seek something worthwhile.
Justworks’ support team of approximately 250 agents struggled with a legacy, on-premises contact center solution for customer support. This aging system was unable to provide a high-quality agent experience, a key component of Justworks’ value proposition. The Justworks team selected Talkdesk Enterprise Cloud Contact Center for its modern cloud architecture, which allows employees to work remotely, as well as its intuitive interface and ability to integrate with their CRM.
As a result of moving to Talkdesk®, Justworks was able to eliminate its desktop phones, saving thousands of dollars in equipment costs. With the flexibility and easy scalability of Talkdesk’s cloud architecture, Justworks can quickly bring new agents online to meet rapidly changing customer service needs and maintain optimal service levels. Needing only a computer, internet access and a headset, agents can be up and running in minutes.
The Justworks team added to its customer service capabilities with a callback feature, offering customers the option to receive a call from the next available customer service agent rather than waiting on hold, saving time and improving customer satisfaction. Additionally, Talkdesk’s intelligent routing capabilities and customized ring groups allows Justworks teams to control call routing to agents, decreasing the number of missed calls and under-utilized agents.
Last but not least, Justworks uses Talkdesk’s advanced reporting and analytics to monitor team performance in real-time, drilling down into individual metrics and pinpointing areas for improvement to make a measurable impact on customer satisfaction and first call resolution.
“Talkdesk is a fast-growing company and so are we. The alignment and service experience we have with Taldkesk is a much better fit for us than a legacy provider that doesn’t take time to understand or address our needs. Talkdesk has proven their commitment to helping us continually exceed our customer experience goals now and in the future.” – Jason Whitman, VP of customer success, Justworks.
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