ServiceTitan initially adopted Talkdesk because they needed a call center solution with a more robust feature set. The company wanted a more sophisticated and dynamic call routing system, with call recording features, machine learning tools to review those recordings, and workforce management to schedule our support staff.

Talkdesk CX Cloud™, combined with Talkdesk Salesforce integration helps identify who the customer is, and why they likely need help. ServiceTitan is able to route the customer to an agent quickly, without burying them in menu options. More seasoned agents now receive the more complex calls, and it’s all done seamlessly, behind the scenes. It’s a subtle change, but it results in an improved FCR rate and less frustration for customers and agents alike.

ServiceTitan can now provide better customer service. Since implementing Talkdesk their new call routing, their FCR stats are above the industry standard range of 70–79%. ServiceTitan has reduced the average time to answer by seven minutes, and their average handle time is also down by a minute. Lower call volumes mean fewer customers need to call us at all.