customer stories
Connecting customers, activism, and exceptional CX at Patagonia.
USE CASE
Service & Support
INDUSTRY
Retail & Consumer Goods
INTEGRATION
Talkdesk for Salesforce
KEY METRIC
↑ Improved CSAT score
Protect our home planet.
Patagonia is a designer of outdoor clothing and gear for silent sports: climbing, surfing, skiing, snowboarding, fly fishing, and trail running. Patagonia’s products are useful, versatile, long-lasting, repairable, and recyclable—aligning with its mission of being in business to save the planet.
"One of the things that’s wonderful about Talkdesk is that they’re very responsive. When we submit a ticket or report a service issue, they respond quickly."
Mari Stoner Senior Manager, CX Operations
Restoring Trust in the Connection.
To improve reliability and create consistency across systems, Patagonia turned to Talkdesk. The Talkdesk CX Cloud implementation happened alongside a migration to Salesforce, and the projects required a partnership between Stoner, Patagonia’s training, IT teams and Talkdesk support. Patagonia developed a robust training plan and created content based on Talkdesk resources. They updated some items to fit their specific needs, taking the time to make things “overly clear” for their 300+ CX team members.
By allowing the company to see opportunities to improve, upscale, and help representatives become better connected to customers, Talkdesk is helping Patagonia’s customers develop a closer connection to the brand and their powerful mission through an ecosystem of activism, support, and communication.
