Pet insurance provider Companion Protect recently announced that it had selected Talkdesk as its Contact Centre provider. Talkdesk provides innovative solutions for CX through the Talkdesk CX Cloud. This end-to-end contact centre solution simplifies customer contact into a single platform. The CX Cloud from Talkdesk will help Companion Protect to create a better experience for all pet parents.
The flexibility of Talkdesk CX Cloud will offer significant benefits to the Companion Protect workforce. This is particularly important as staff members continue to operate from home to avoid the potential risks of COVID-19. Talkdesk cloud solutions give Companion Protect a simple way to manage work-from-home staff members. The company added Workforce Management from Talkdesk to its portfolio to help with maintaining ideal service levels.
Updating to Suit the New Landscape
Talkdesk’s cloud-based solutions for customer service will allow Companion Protect to continue providing seamless customer experience for its clients. The Companion Protect team needed a way to enhance and empower the customer service team after COVID-19 changed the service environment for many companies. Talkdesk has allowed for a flexible transition into the cloud.
According to the VP of Technology for Companion Protect, Randy Staats, the company’s previous solution was overly outdated. Moving to Talkdesk allowed the business to explore new work from home scenarios. According to Randy, the company depends on its ability to support worried pet owners. The CX Cloud from Talkdesk is now the backbone of the company’s CX operations.
Among new priorities for Companion Protect pet insurance when looking for a solutions provider, was an opportunity to gain insight into the performance of the contact centre. The previous contact centre platform for the business was limited in its reporting capabilities. Robust insights and analytics from Talkdesk provides Companion Protect with historical and real-time metrics to leverage more actionable data. This should lead to reduced costs and better efficiency.
Optimising the Contact Centre
With custom dashboards that provide real-time views of company performance against SLAs and key metrics, companion protect can identify new areas for improvement. This will allow the business to improve customer satisfaction, coach agents, and benefit from reduced time spent on reporting by around 80% with Talkdesk CX Cloud.
The CEO of Talkdesk, Tiago Paiva, said that inaccurate or limited reporting opportunities can be a serious problem for customer support team. Often, these problems lead to businesses spending serious man hours on a process that should automatically happen in the background. The Talkdesk CX Cloud removes the busy work from the reporting and analytics environment. What’s more, the system supports agents in focusing on the most important thing – the needs of the customer.
