customer stories
E-commerce technology company improves service agent satisfaction and efficiency.
USE CASE
Service and Sales
INDUSTRY
Retail & Consumer Goods
INTEGRATION
Talkdesk for Salesforce
KEY METRIC
↑ Improved agent experience
↑ Reduced costs and increased revenue by improving operational efficiencies
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Mercado Libre is a Latin American e-commerce giant and has established itself as the largest online marketplace in the region. The company operates in 18 countries, including Brazil, Argentina, Mexico, and Colombia.
"We needed to simplify processes and improve the agent experience with a global and scalable view. We selected Talkdesk because it has the deepest integration on the market, leading global call quality, system availability, and white-glove-service customer support that we need to increase productivity and improve the experience of our customers."
Thiago Ferreira Head of Operations
Mercado Libre was using multiple, disparate systems to manage its CRM, Salesforce, for sales and customer service teams, which resulted in frustration for both service agents and customers. They needed one unified solution that could work across sales and customer service teams and could be quickly implemented.
Talkdesk CX Cloud™’s strong integration with Service Cloud Voice and Salesforce boosted the agent experience resulting in operational efficiencies by reducing costs and increasing revenue. Using four sprints across five different countries, Mercado Libre implemented Talkdesk in only 46 days—no operations were impacted during the entire process. Mercado Libre also expanded from having two contact centers to seven contact centers, which extends their reach within LATAM.
