One of my favorite cities to go to is Santa Cruz, California. We were blessed to live in the Santa Cruz Mountains for a few years and fell in love with this city. One thing we didn’t love, though, was trying to find parking, especially at the Santa Cruz Boardwalk and most beaches. Luckily, a few years ago when I went back for a visit, I discovered a parking app, which made it easier to find a parking place and to pay for it so that I didn’t have to carry a roll of quarters with me anymore.
ParkWhiz, headquartered in Chicago, was founded in 2006 with the mission to free drivers from the hassles of everyday travel by making it faster and easier for users to find, reserve and pay for parking at thousands of locations. With over one million daily parking searches on their platform, it’s important for ParkWhiz to provide amazing customer experiences and empower their users to find the best parking for their needs.
The legacy contact center solution that Park Whiz was using lacked key reporting capabilities. Because of this, they struggled to successfully manage a remote CX team and measure the impact of the customer experiences they were providing. They researched many contact center vendors and disqualified multiple solutions based on limited reporting capabilities, non-user-friendly interfaces, and lack of key integrations.
With every ParkWhiz agent working from a remote office, it was important to ensure complete visibility into agent activity and efficiency. “Given our remote team structure, we knew we needed a fully cloud-based system like Talkdesk,” said Ryan Kern, Director of Operations.
ParkWhiz chose Talkdesk Enterprise Cloud Contact Center to power their remote agents and provide supervisors with clear insight into key success metrics through advanced reporting and analytics. ParkWhiz has used Talkdesk Live and historical reporting to measure the quality of service and to identify business opportunities, resulting in 90%+ service levels and decreasing average hold time and abandonment rate by 8x and 5x, respectively.
Talkdesk for Slack provides real-time alerts and messages to optimize contact centers. Talkedesk’s integration with Slack helps companies quickly respond to changing call center conditions, notify agents immediately, enables supervisors and team members to provide answers quicker, and simplifies coaching efforts.
“Talkdesk’s vision aligns with our priorities for efficiency and quality customer experiences, which confirms we have the right partner to take our support to the next level,” concludes Ryan.
Sign up for CX and call center insights delivered weekly to your inbox.