– Zac Jacobson, VP Member Experience, Peloton
The fitness industry has changed. Historically, consumers had to go to a gym to work out, but in 2012 a new player came on the market to introduce new digital options. Peloton is using technology to reinvent fitness with their mission to bring fitness to anyone, anywhere, at any time.
Customer service is the core of Peloton’s success. They work hard to ensure their members are always able to use their Peloton equipment the way they want to. “Peloton thinks about our customer experience as more than just service on the back end. We think about designing an entire experience that makes our members feel fully a part of the community. So it includes our instructors and their content, and the music. It includes our hardware and our software. It includes how we engage people through the community,” describes Zac Jacobson, VP Member Experience at Peloton.
In 2016, Peloton faced a big challenge. Their contact centers were growing dramatically, and they needed a solution that would scale easily and quickly to support their growth. “We have grown dramatically in just the past few years and that’s attributable to our members, how excited they are about their Peloton and the experience that they have with each other as a community. And so as we have thought about what we have had to solve for, [we’ve asked ourselves,] how do we keep up with that growth both at a structural level but also as an experience level? And then how do we also continue to improve and provide a truly great experience for those members?” says Jacobson.
Peloton chose Talkdesk for a variety of reasons, such as the ability to scale easily and quickly, and because Talkdesk is an innovative and forward-thinking company. “We selected Talkdesk because we are really looking for something more than just a commodity, just a tool for our agents. We are looking for a partner, and we are looking for someone who has the same ideas as we do about innovation. And we want somebody who is looking into the future at greater solutions, greater flexibility, putting things together in new and different ways, which really addressed who we are as a company and how we are trying to strategically think about supporting our members,” adds Jacobson.
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Since implementing Talkdesk in 2017, Peloton has experienced many benefits including:
Managing growth continues to be the biggest priority for Peloton. “We started off with just 30 agents in our headquarters location in New York. And since that time we have gone to 225 agents in four different locations including one in Ireland. Our teams are composed of member support agents whose sole purpose is to support our members so they can get the most out of their Peloton,” explains Jacobson.
At Opentalk18, Talkdesk made a number of key announcements, including Talkdesk mobile. “When it comes to mobile we see that application being in the support layer beyond our agents. As we have grown and become decentralized, the ability to make sure our leads, supervisors or managers are engaged with our members, and when they can do that anywhere, anytime it is going to be really valuable,” says Jacobson.
“Talkdesk certainly accomplishes its base function, and we are able to support our members when they need us, how they need us and in the ways that we need to. But I think the value that we see in working with Talkdesk is that we can do more than that. We are able to try to implement new things and rapidly improve together. And we have seen that Talkdesk reliably and consistently delivers on those things,” concludes Jacobson.
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