customer stories
Farfetch designs a happier, more agile global customer service team.
USE CASE
Support & Sales
INDUSTRY
Retail, eCommerce & Consumer Goods
INTEGRATION
Talkdesk for Salesforce
KEY METRIC
↑ 25% Customer Satisfaction
↓ Handling/resolution times > 50%
The global destination for modern luxury.
Farfetch’s mission is to be the global platform for luxury fashion, connecting creators, curators, and consumers. The Farfetch marketplace connects customers in over 190 countries and territories with items from over 1,400 of the world’s best brands, boutiques and department stores. Operating in 12 languages across 10 offices.
"I’m a big advocate for using automation to enhance human capabilities. We have expanded our use of the AI and automation features within Talkdesk, such as Talkdesk Copilot. New agents can face a big learning curve during the first 30 days of a new job: Talkdesk Copilot offers agents real-time tips and information based on their conversation with a customer. It helps new agents feel more supported and keeps them motivated."
André Cavaco Leitão Global Director, Workforce Optimization at Farfetch
Farfetch faced challenges that highlighted the need for scalable solutions. Their contact center suffered from service and quality issues, with audio delays of three to four seconds during calls—creating a poor experience for both customers and agents. Expansion was also difficult, as replicating systems in new countries proved complex and inefficient.
Farfetch implemented Talkdesk CX Cloud™, Talkdesk Copilot™, and Talkdesk Studio™ to remove complexity, ensure strong ROI, and enable AI and automation at scale. With CXA at work behind every interaction, these solutions support new agents, keep teams motivated, and help experienced agents boost agility and productivity.
The results speak volumes: a 30% workload increase with only a 12% payroll increase, showcasing significant productivity gains. Farfetch achieved 40% cost efficiencies—half directly attributed to Talkdesk.
