Ross Whitington, Business Operations Associate
Buying a car used to be on the top list of things I did not like to do, mostly because of the pressure from the salespeople. But in 2014, I tried something new. I shopped for a car online, using specific criteria I had identified, and then waited until I found the exact match BEFORE I went to the dealer to test drive and ultimately purchase the car. In this internet-savvy age, car shopping has changed with the power shifting to the modern buyer.
Buying a car is typically the second-largest purchase a consumer will make, behind buying a home. It can also be one of the most stressful purchases, but Talkdesk customer Shift has made it their mission to change that. Justin Moyer, Business Operations Manager at Shift, believes, “The car buying and selling process should be fair, fun and accessible to everyone. Instead of a transaction that people dread, we want to make it easy and enjoyable for every consumer.”
Shift needed a better way to route calls to agents across their three contact centers. With aggressive goals to improve answer rates and raise NPS, the team knew their current contact center solution wasn’t going to deliver the results they needed. They also needed a new solution that allowed agents to get calls quicker and provide better customer experience.
Shift chose Talkdesk Enterprise Cloud Contact Center for its simple user interface and administration and deep integration to Salesforce. By intelligently routing calls to the best agent for each interaction, while capturing context and interaction notes, Shift agents have the right information at their fingertips to create an excellent customer experience every time.
Because the process of buying or selling a car can be inherently stressful, the Shift team knows that it’s critical to answer calls quickly and put the caller at ease right away by greeting them with personalized, CRM-driven information provided to the agent through automated screen pops. Talkdesk for Salesforce empowers agents and reps to have more informed, personalized conversations that deliver results. “Talkdesk’s integration with Salesforce is a crucial part of our mission to turn the process of buying or selling a car into a positive experience,” says Moyer.
Since rolling out Talkdesk in 2015, missed calls have dropped by 60% as a result of implementing intelligent routing through Talkdesk for Salesforce. And by providing agents with important customer information through automatic screen pops and a clear context of the customer journey, NPS scores have increased by 40%.
“We continue to grow as a business. As call volume expands, we expect Talkdesk to expand and grow along with us,” Moyer says. “We are confident that Talkdesk offers the right functionality to support our goals.”
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