Contact Center Trends

Retailer Zumiez Leverages Talkdesk to Ensure “Mind-blowing” Customer Experience

By Liz Pedro

0 min read

Customer Story Zumiez

It’s the most wonderful time of the year filled with food, families and shopping. Black Friday kicked off the busy shopping season, which will last through December. If you work in a contact center, the holiday season usually means increased calls. And for retail businesses, this is the most important time of the year. Retail contact centers face unique challenges including the ability to scale up and down quickly to meet customer demand.

Zumiez got its start over 40 years ago in Seattle with one brick-and-mortar store selling clothing, shoes, accessories and gear for skateboarding. Since then, they have grown to hundreds of stores and have a thriving online presence. They credit their success to a persistent desire of providing exceptional customer service. It’s the driving force behind everything they do. Instead of concentrating only on rapid expansion, Zumiez differentiated themselves by serving their niche audience well and has been rewarded with raving fans as a result.

Megan Miles, Customer Service Manager for Zumiez, puts it this way: “Customer service is our top priority, from the beginning of the buyer journey to post-purchase. Everything we do centers around our mantra of providing a ‘mind-blowing customer experience’.”

"With Talkdesk, I can focus on what is important to customers, instead of fighting with our phone system. Not having to worry about your technology is half the battle."

Megan Miles, Customer Service Manager, Zumiez

Zumiez needed an enterprise contact center platform that shared their vision of exceptional customer experience and empowered their supervisors and agents to provide effortless, personalized customer service throughout the entire customer journey.

Zumiez chose Talkdesk as their contact center platform to provide higher call quality, more flexible dashboards and reports and to empower agents to take ownership of customer experience.

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As a result of their partnership with Talkdesk, Zumiez received:

  • Capacity to scale up and down quickly to meet seasonal demands
  • Ability to add a new agent in 15 seconds or less
  • 15% SLA improvement as a result of real-time dashboards that let agents make workflow decisions on the fly to ensure customers’ needs are met

With Talkdesk as their partner in providing a great customer experience, the Zumiez team continues to build its loyal following of customers by empowering agents to better serve them. “Letting agents take ownership in how they take care of customers with Talkdesk has made a bigger impact on customer experience than I ever expected,” said Megan.

Retail companies that use Talkdesk to ensure great customer experiences include BonLook, Indochina, Princess House, Stitch Fix, Sonae, Stuart Weitzman, TipsyElves, Touch of Modern and Zumiez. If you’re a business looking for the solution that can help you scale up and down quickly to meet seasonal demands, check out Talkdesk!

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Liz Pedro

Liz is Customer Marketing Director at Talkdesk. She loves customer advocates, reading to hit her 2019 goal of 200 books, laughing and making even the most resistant of people smile!