Tucows is a leading internet services provider with thousands of customers and millions of end users around the globe. Tucows grew from a small startup in 1993 to become the world’s largest wholesale domain name registrar. They believe that “The internet is the greatest agent for positive change the world has ever seen.”
The company is growing rapidly, but must stay agile enough to offer a world-class customer experience in the midst of fast growth and continually changing business needs. Ongoing outages and poor system performance from their previous contact center platform were holding them back.
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After extensive research and multiple vendor evaluations, Tucows selected Talkdesk Enterprise Contact Center Platform for its proven reliability and scalability, as well as its deep integration to Zendesk. Additionally, the ability to add new functionality quickly and without impacting agent productivity was a crucial requirement for Tucows’ continued culture of innovation.
Talkdesk for Zendesk provides a seamless integration so agents can work from one unified application. Use Callbar® to make/receive calls, log call data and add notes to Zendesk tickets from anywhere on the desktop. Best of all, Talkdesk for Zendesk can be configured with just a few clicks – no coding required. With a deep integration to Zendesk, the Tucows team uses Talkdesk to link information from every interaction directly to their CRM, preserving context and creating a personalized experience.
As a result of their partnership with Talkdesk, Tucows has seen benefits including:
The Tucows team has no plans to slow down on their fast-paced customer experience journey and is relying on Talkdesk to meet their aggressive goals. “As we expand our customer service model and make feedback requests to Talkdesk, it’s evident that the product team takes them seriously and that feedback doesn’t just fall into a black hole,” says Daniel. “Our partnership with Talkdesk is a great example of how a vendor relationship should be.”
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