I used to live with roommates throughout most of college. Because of the high cost of living in the Bay Area, I always shared a place with at least two friends. Managing the utility bills was always a chore – whose name will it be under, how much do we each owe, when is the money due, etc. At that time, collecting money was also difficult as it required us to give cash or check to the person paying the bill. It would have been so much easier if we had a way to properly manage our utilities so that each individual could easily check each bill and pay their portion.
SimpleBills does just that! Founded in 2008, SimpleBills got its start when two college roommates saw the need for a utility bill-splitting service. Since then, they have expanded to serve more than 125,000 monthly customers in over 170 markets in 46 states across the U.S. Their utility management service helps property management companies and owners conserve resources and realize efficiencies with data-based decisions.
With their previous contact center solution, SimpleBills had access to a lot of data that was dense and hard to use, making it difficult for them to create reports on important metrics such as productivity and agent statuses. Consistently providing amazing customer experiences was also difficult as their previous solution was not able to keep up with their rapid growth over the years.
SimpleBills chose Talkdesk because it was a scalable solution that had many amazing features and seamless integrations. Features such as queue callback and call monitoring ensures that their customers are getting the best experience. Lengthy queues are no longer an issue as queue callback provides the option to wait for an agent to call back. Call monitoring allows their managers to listen in on calls and provide data-driven feedback and coaching to their agents, ensuring that they consistently deliver a positive customer service experience.
Talkdesk Reporting & Analytics provided SimpleBills with a ton of valuable data into their call center. Reports on key metrics such as productivity and agent statuses, which used to take hours, now only took minutes to create, allowing them to optimize their contact center using data-driven decisions. Screen pops and time-saving automations through Talkdesk for Zendesk helped SimpleBills focus more on the customer and deliver more personalized experiences. As a result, they’ve been able to deliver faster answer times and decrease their average hold time from 20 minutes to 1.5 minutes.
Jeff James, Director of Operations
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