Contact Center Trends

Via Transportation Selects Talkdesk to Support Fast-Growing Customer Service Operations

By Alan Manosca

0 min read

Via Transportation

Whether in my hometown or off on vacation, ridesharing services provide such a convenience for travel, especially in a busy city like San Francisco where Talkdesk is headquartered. Despite available street parking or parking garages, driving into San Francisco can become annoying with all the traffic, a hassle with the parking meter time limits, or expensive with the parking garage prices. Using ridesharing services eliminates these hassles from my commute, allowing me to relax on the way into the office and sometimes even get work done.

Talkdesk customer Via Transportation, Inc. is a transportation network company and real-time ridesharing company headquartered in New York City. Its on-demand transit app provides affordable rides in New York City, Chicago and Washington, D.C. Additionally, the company has a joint venture with Mercedes-Benz called ViaVan that extends its services to London, Amsterdam, Berlin and Milton Keynes.

As the leading provider and developer of on-demand shared ride technology, Via experienced significant growth and needed a flexible contact center solution to support its customer service operations. Talkdesk’s well-known reputation as an easy-to-use and customizable contact center solution cemented it as the clear choice for Via. Industry leading innovations such as Reporting & Analytics, performance-boosting Quality Management tools and artificial intelligence (AI) infused Intelligent Routing ensure Via continues to provide customers with superior customer service.

Another important differentiator crucial to Via’s success was a comprehensive integration with its existing Zendesk deployment. Talkdesk for Zendesk streamlines customer support efforts by providing agents one unified application to work from and displaying accurate caller information through screen pops. With time-saving automations such as ticket creation, data entry and more, Talkdesk for Zendesk helps Via’s customer service operations reduce after-call work and improve overall efficiency.

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Alan Manosca

Alan is a Customer Marketing Manager at Talkdesk. He is a kind soul who enjoys making people smile and entertaining audiences through dance.