customer stories
Transforming agent experience to boost customer satisfaction.
USE CASE
Service & Support
INDUSTRY
Retail & Consumers Goods
INTEGRATION
Retail Experience Cloud
KEY METRIC
↑ Service Level to 89%
↓ After-call work to 93%
Unleashing Creativity Across North America with Over 1,200 Stores and transforming service performance with AI.
As one of North America’s largest arts and crafts retailers, Michaels is a vibrant destination for creativity and inspiration! With more than 1,200 stores, each averaging a spacious 20,000 square feet, Michaels offers a treasure trove of arts and crafts supplies, custom framing, and seasonal delights for every holiday and special occasion.
"Talkdesk Copilot is going to be a game changer for us. Not just from a time and cost savings perspective, but from an agent satisfaction standpoint. They're our internal customers. We want to keep them happy. It's in our best interest to make their jobs as easy and streamlined as possible."
Krystal Roloff Director of CX Store Experience, Michaels
Michaels partnered with Talkdesk to implement an AI-powered transformation of their customer experience platform. Talkdesk Copilot™ became a cornerstone of Michaels’ AI strategy, offering agents powerful tools for customer interaction management. Talkdesk AI solutions significantly enhanced customer service performance at Michaels. Service levels improved from 20% to 89% year-over-year, demonstrating substantial gains in managing customer inquiries across both physical stores and the ecommerce platform.
