Casi di Successo

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

Farfetch Customer Image

CASO D'USO

Supporto e Vendite

SETTORE

Vendita al Dettaglio, E-commerce e Beni di Consumo

INTEGRAZIONI

Talkdesk for Salesforce

METRICE CHIAVE

↑ 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.

"Sono un grande sostenitore dell'utilizzo dell'automazione per migliorare le capacità umane. Abbiamo ampliato l'utilizzo delle funzioni di IA e di automazione di Talkdesk, come Talkdesk Agent Assist. Nei primi 30 giorni di lavoro, i nuovi agenti possono trovarsi ad affrontare una curva di apprendimento impegnativa: Agent Assist offre agli agenti consigli e informazioni in tempo reale, basati sulla loro conversazione con un cliente. Aiuta i nuovi agenti a sentirsi più supportati e a tenerli motivati".

André Cavaco Leitão Global Director, Workforce Optimization presso 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.

Ascolta come Talkdesk si è rivelata utile per Farfetch.

Farfetch Logo Image

Hear directly from the Global Director, Workforce Optimization at Farfetch.