customer stories
Driving targeted improvements to ensure exceptional support at every touchpoint.
USE CASE
Service & Support
INDUSTRY
Retail & Consumer Goods
KEY METRIC
↑ Increased customer satisfaction score
↓ Reduced headcount by 25%
Leveraging Talkdesk’s powerful analytics to enhance customer service.
Teka Group, a leading home appliance manufacturer with products in 50% of the homes in Spain and over 100 million households worldwide, prioritizes exceptional customer experience through pre- and after-sales support.
"We discovered that Talkdesk was the right solution for Teka. Just a month and a half after implementation, I feel transformed as a manager. I was walking in the dark, but now I have the light — access to the numbers and data I need."
Esther Riglos VP Global Head Customer Service
To elevate its CX, Teka internalized its contact centers and implemented Talkdesk CX Cloud™. This transition resulted in a 25% reduction in headcount, significantly lowering operational costs while boosting productivity. The introduction of video calls helped agents resolve 10% more issues remotely, reducing the need for technician visits and further enhancing efficiency. Customer satisfaction scores increased to an impressive 4.7 out of 5, thanks to post-call surveys and automated SMS notifications informing customers of service updates. With Talkdesk’s powerful analytics, Teka is well-equipped to drive targeted improvements, ensuring exceptional customer service across all touchpoints.
Hear directly from the TEKA team.