Talkdesk CX Cloud offers Pingo Doce a complete end-to-end solution for delivering great customer experiences on a single, unified platform
SAN FRANCISCO – July 21, 2020 — Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced Pingo Doce selected Talkdesk to power its customer service operations. Pingo Doce, a leading chain of grocery stores in Portugal with over 400 locations nationwide, chose Talkdesk CX Cloud™ for its flexible, customizable and easy-to-use interface, in addition to strong integrations with best-in-class CRM systems, such as Salesforce.
“Talkdesk’s commitment to innovation and development philosophy stood out to us, making it clear that Talkdesk was the right partner to advance and future-proof our customer service operations,” said Rita Rosário, head of customer service, Pingo Doce. “The agility, flexibility and stability of Talkdesk’s cloud contact center allows us to have a better response to our customers’ needs through a rapid pace of product innovation and seamless integrations in an easy-to-use and comprehensive solution.”
Talkdesk’s enterprise-ready, next-generation cloud architecture maximizes flexibility and scalability, allowing Pingo Doce to stay agile and easily self-manage its contact center with clicks, not code. This gives Pingo Doce more autonomy to meet fluctuating demands and traffic spikes, helping the company reduce costs and keep pace with customer needs while improving contact center efficiency. Moreover, the ability to have agents working remotely from any location with a seamless customer experience proved to be a fantastic competitive advantage during the significant shift to remote work caused by the coronavirus pandemic. Powered by Talkdesk iQ™, artificial intelligence (AI) increases operational efficiency for Pingo Doce with intelligent routing, reporting, analytics and context to improve customer outcomes and maintain visibility across the entire business.
“Flexibility and the power to scale services up and down as business needs change is a core component of Talkdesk and exclusive to our cloud-native architecture,” said Talkdesk, chief executive officer, Tiago Paiva. “Talkdesk business continuity solutions help companies move to the cloud quickly, enabling agents to comply with social distancing requirements by working from home, while future-proofing contact center operations through rapid innovation.”
To improve contact center efficiency and service agent effectiveness, Pingo Doce will leverage Talkdesk for Salesforce to seamlessly integrate with Salesforce Service Cloud. This allows Pingo Doce to deliver an omnichannel customer interaction across physical and digital channels, including social media, while providing real-time information to support business decisions across the organization. Using Salesforce through the Talkdesk platform also provides Pingo Doce agents a 360º view of customer information through automatic screen pops, reducing average handle time, caller wait time and improving overall efficiency. Providing its customers an array of interaction options empowers Pingo Doce to elevate its customer experience and improve customer satisfaction.
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Talkdesk® is the cloud contact center for the customer-obsessed. Combining enterprise performance with consumer simplicity, Talkdesk easily adapts to the evolving needs of support and sales teams and their end-customers, resulting in higher customer satisfaction, productivity and cost savings. Over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and Peloton, rely on Talkdesk to make customer experience their competitive advantage. Learn more and request a demo at www.talkdesk.com.
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