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customer stories

Merchants Bank Logo Solo

A trusted community banking partner redefining customer care.

Customer Story Merchants Bank Hero

USE CASE

Service & Support

INDUSTRY

Financial Services & Insurance

INTEGRATION

Financial Services Experience Cloud

KEY METRIC

Achieved 90% of calls answered within 20 seconds

Captured 50% of all bank calls through the Talkdesk platform

Customer Story Merchants Bank Hero

This July we will celebrate our one hundred and fiftieth year of uninterrupted service as a community bank with the customer always at the center of everything we do. But customer needs are changing and so we have to have the mindset that we must change with it. What Talkdesk brings to the table is vital to our long term relevance aspirations. We've now transformed this team to be able to answer questions and really be able to be that first level of routine banking for any customer that calls in. We need to move forward, and that's one of the things Talkdesk affords us is that technology to move forward. Don't be afraid to take that first step. Today, experience is contributed by technology, the ability to meet customers' behaviors and activities and changing needs in a very high-tech, fast paced, instant gratification type of work environment. We have started to leverage AI a little bit. We're using it on voice and chat after hours. So if an agent isn't available, our customers can still leverage that AI assistant to get some basic information via phone call or through chat. You would be amazed at what Talkdesk can provide to you. We have a service level agreement commitment of answering all calls within twenty seconds or less, and we meet that service level agreement. With the help of Talkdesk, we can see the value add to our company by driving efficiency and better reporting. The Talkdesk technology solution allows us to do a much better job than we were able to do before in measuring customer experience quality, getting real time feedback from our customers, and it also has allowed a much more seamless integrated approach to how we are solving problems for our customer. I truly feel like they are invested in our long term success.

Delivering full-service banking while meeting evolving expectations.

Merchants Bank, founded in 1875 in Winona, Minnesota, has built its reputation as a reliable community bank over its 150-year history. The institution is known for its responsible and conservative business approach, consistently delivering stable growth through economic cycles.

"Customer needs are changing and so we have to have the mindset that we must change with it. What Talkdesk brings to the table is vital to our long term relevance aspirations."

Greg Evans CEO, Merchants Bank

Merchants Bank partnered with Talkdesk Financial Services Experience Cloud to transform customer engagement through a unified omnichannel contact center. Customers can now connect via phone, chat, email, or text—whichever they prefer. Co-browsing allows agents to assist in real time, and AI-powered support extends availability beyond traditional hours. Since launch, 90% of calls are answered within 20 seconds, and 50% of all bank calls are now handled through the Talkdesk platform.