customer stories
Turning a cost center into a profit center while achieving explosive growth.
USE CASE
Sales
INDUSTRY
Transportation & Logistics
INTEGRATION
Talkdesk for Salesforce
KEY METRIC
↑ 41% first call resolution
↓ 30% supervisor escalations
Relocation services done right.
JK Moving Services is the largest independent mover in the US, providing professional residential and commercial relocation services. Customers rave about JK Moving’s quality of service, with on-time pickup and delivery rates 100% and 98% respectively—unheard of in the moving industry.
"As your call center team grows, scheduling can become a nightmare. AI can help."
Ken Cohen SVP, Sales & Business Development
JK Moving’s legacy PBX and call center solutions offered little visibility into call traffic. The team was unable to call back customers who hung up before reaching an agent or leaving a message, resulting in a 64% abandonment rate. The team lacked solid metrics to track accountability, and there were no call recordings or quality assessments which limited their ability to improve sales performance with coaching.
With Talkdesk CX Cloud™, automatic callback options resulted in a 41% increase in first contact resolution. Talkdesk Studio™ flows for voicemails helped lower supervisor escalations by 30%.
The increase in the number of agents and growing call volumes led the team to move from spreadsheet based scheduling to Talkdesk Workforce Management™. Revenues are up 74% and repeat business has risen dramatically.
Hear how Talkdesk stands out for JK Moving.
I love the fact that there is a 148 reports that come out of Talkdesk. I love the fact that they're automated. I love the fact that I could customize there with clicking and this and that... I can write off a gazillion things to you because it's all important depending what I'm looking at at the end of the day. The most important thing for me is that when that phone rings, we answer. And we have a 95.3% answer rate with an average hold time of 28 seconds that now is reduced to 19 seconds because of our Artificial Intelligence with Agent Assist. When some customer asked about "Well, what's the delivery window?" Boom. Card pops up, lays out the delivery window. There's no fumbling and bubbling for information, no incorrect information. We have the ability for these screen pops to come up with data, screen pops for the scripting, providing the accurate information to a customer. We have all of that information at our fingertips, which has reduced our average handle time per call. We've been able to answer more calls with less staff contributing to more revenue. We're only limited to our own imagination of how much we can grow. International, commercial, domestic, smart growth, the right experience for the customer. All of that is fueled by the tools of Talkdesk. All the marketing numbers that we have are average cost of acquisition. What leads that we are getting are performing, which ones aren't performing. Which agents are selling better on X or Y. We're using AI to route those calls to the individual agents that they perform best in. Partnering with Humantic AI, which gives us a buyers personality, we match that up with our agents' personality. We're able to match the customers that align the best to the agents. Using intelligence and data for a better customer experience, leading to a higher conversion rate. Every one percent penetration into my answer rate, into my contact rate, generates one million dollars worth of revenue for me, multiple times higher than my annual cost of Talkdesk. An investment. It's not a cost center. It's a profit center.
