historias de clientes

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Farfetch designs a happier, more agile global customer service team.

Farfetch Customer Image

CASO DE PRÁCTICO

Asistencia y Ventas

SECTOR

Venta al por menor, comercio electrónico y bienes de consumo

INTEGRACIÓN

Talkdesk for Salesforce

MÉTRICA CLAVE

↑ 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.

"Soy un gran defensor del uso de la automatización para mejorar las capacidades humanas. Hemos ampliado nuestro uso de las funciones de automatización e IA en Talkdesk, tales como Talkdesk Agent Assist. Los nuevos agentes pueden enfrentarse a una gran curva de aprendizaje durante los primeros 30 días de un nuevo trabajo: Agent Assist proporciona a los agentes información y consejos en tiempo real basados en su conversación con un cliente. Ayuda a los nuevos agentes a sentirse más apoyados y los mantiene motivados".

André Cavaco Leitão Director global de workforce optimization en Farfetch

Farfetch faced many challenges highlighting their need for scalable solutions. Service and quality issues with their contact center sometimes experiencing audio delays of three or four seconds during customer calls, an unpleasant experience for customers and agents alike. Plus problems with expansion, as they couldn’t easily replicate their contact center systems in new countries.

Farfetch implemented Talkdesk CX Cloud™, Talkdesk Agent Assist™ and Talkdesk Studio™ solutions that remove complexity, ensure a strong return on investment and enable AI and automation as they scale. Supporting new agents, keeping them motivated and helping experienced agents improve agility, productivity. Ease of integrations such as Salesforce mean doing more with their data.

30% growth in workload, but only 12% increase in payroll, speaks to the improvements in productivity and scalability. Using Talkdesk lets agents work faster. Between 2018 and 2020, they saw cost efficiencies of around 40%—half of which can be attributed directly to Talkdesk.

Escuche cómo Talkdesk cumplió con Farfetch.

Farfetch What Would Life Be Like At Your Company If You Didnt Have Talkdesk
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Hear directly from the Global Director, Workforce Optimization at Farfetch.