Talkdesk provides automation first customer experience solutions that optimize your most critical customer service processes. We enable companies to deliver a holistic customer experience journey, that is unified and seamless. To see how it works, let's follow the journey of a consumer named Alex. Alex is an avid e-biker who loves his E-22 electric bike.
Alex's smart bike has recently detected what may be battery trouble. The E-22 has proactively sent an alert to the e-bike service center, which is using Talkdesk CX Cloud. Upon receiving the alert from the e-bike, CX Cloud automatically triggers an SMS to Alex's cell phone number on file. The SMS message contains a summary of information received from the e-bike, along with links to battery related troubleshooting articles matched from the service center's self-service portal powered by CX Cloud.
After reviewing the articles, Alex still has questions and selects the "Work with a Specialist" button. Alex's request is automatically placed in a queue for live assistance, and a specialist immediately assigns themself the interaction from within Talkdesk Workspace. Talkdesk Workspace unifies all the tools and data the specialist needs on a single pane of glass, including the entire context of Alex's issue. As the session progresses, the specialist offers Alex the option of elevating their conversation from SMS to voice.
Alex agrees, and with a single click by the specialist from within Workspace, a call is placed to Alex's phone. What we're witnessing is a perfect example of how Talkdesk CX Cloud can convert interactions between channels, all the while preserving full customer data context and improving the customer experience.
