It’s not always easy to find the right information. In a world where information is so easily accessible anywhere and anytime, it’s just as easy to find the wrong information as it is to find what you’re looking for. For businesses, validation of information is key when purchasing products and contacting individuals. Gathering the right information is also just as important for consumers as they take significant risks when making substantial online purchases.
Globalization and a digital-first economy means business models are changing and people are engaging from multiple locations around the world. WeGoLook aims to solve the challenge of how consumers validate information by combining technology with an on-demand workforce of “Lookers” to help businesses gather and validate information anytime, anywhere. WeGoLook’s Lookers include licensed adjusters, licensed drone pilots, bilingual and multilingual translators, registered notaries, and more.
WeGoLook was relying on a legacy on-premises solution to support their customers. As the company scaled rapidly, inbound and outbound call volume began to quickly accelerate. After struggling with low agent productivity, poor call routing and lack of insight into agent activity, Melinda Wyatt, director of operations at WeGoLook, recognized the need for a modern, cloud-based contact center solution to take their customer experience to new heights. After evaluating a number of solutions, Talkdesk became the clear choice.
WeGoLook utilizes a number of Talkdesk products and features to deliver exceptional customer service. Talkdesk’s call routing capabilities ensures that clients are routed to the agent best suited to address their needs, increasing caller satisfaction as a result. Talkdesk for Zendesk provides time-saving automations for WeGoLook, such as ticket creation, that has led to increases in agent productivity and a decrease in average wait times by 85%.
With Talkdesk Reporting & Analytics, WeGoLook is able to build comprehensive reports and dashboards to track key metrics and optimize team performance, empowering agents to monitor their own performance and ensure that they are delivering high quality customer service. WeGoLook further improves their customer service by leveraging Talkdesk’s call monitoring and call recording. With these two features, WeGoLook is able to identify and address performance gaps, improving answer rates by 92% and decreasing abandonment rates by 83%.
Melinda Wyatt, Director of Operations, WeGoLook
Sign up for CX and call center insights delivered weekly to your inbox.