customer stories
A trusted community banking partner redefining customer care.
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
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.
