Kundenberichte

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Quadient Takes a Modular Approach to Driving Better CX.

Customer Story Quadient

ANWENDUNGSFALL

Service

BRANCHE

Software

INTEGRATION

Talkdesk for Salesforce

SCHLÜSSELKENNZAHL

↑ 60% containment rate

Relocation services done right.

Quadient is an international leader in cloud-based business communication software, parcel locker solutions, and mailing systems technology. Quadient has an established presence in the Americas, Europe, and Asia-Pacific, and serves 26+ countries with user-centric, cutting-edge business solutions.

„Indem wir den Kunden bei ein paar Schritten begleitet und einige Integrationen mit unserer Webanwendung genutzt haben, konnten wir ihnen mit einem Bot helfen,statt mit einem Menschen. Und das mit großem Erfolg.“

Jackie James Director of Global Operations

Simplifying Business Communication.

Quadient was determined to build more powerful customer connections via unified contact centers and self-service CX. This would help callers manage simple transactions and reserve agents’ time to focus on more complex tasks. Quadient began with a way to develop self-service solutions with Talkdesk, which ultimately led it to use other Talkdesk tools, particularly those that assist with agent coaching even in distributed or international locations.

Quadient decided to build a voice bot through Talkdesk to serve Parcel Pending, a part of its business specializing in automated parcel locker systems. It wasn’t long before they saw results.

When they launched Talkdesk with Parcel Pending in April, they immediately saw a 60% containment rate, compared to the previous US solution, which only had a 33% containment rate.

Talkdesk had effectively doubled Quadient’s self-service capabilities, increasing efficiency and creating even better experiences for customers and agents.

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Kundenstory herunterladen.

Hear directly from the Director of Global Operations at Quadient.