customer stories
Taking a data-driven approach to customer centricity with Talkdesk.
USE CASE
Support & Service
INDUSTRY
Retail & Consumer Goods
INTEGRATION
Back office system
KEY METRIC
↓ Handle time
↑ Customer satisfaction
The largest online eyewear retailer.
GlassesUSA.com is the leading online eyewear retailer in the United States, using data and technology to enhance the lives of their customers. The company is committed to finding customers the perfect pair of prescription glasses tailored to anyone’s unique style, budget, fit, and vision correction needs. Offering a variety of high-quality designer and private label brands, designed in-house, GlassesUSA.com is built on the belief that eyewear can and should be made affordable for all. Be it single vision lenses, aviator glasses, kids’ glasses, contact lenses,blue light lenses, hydrophobic lenses, or Bluetooth glasses, or prescription sunglasses, the brands you know and love are waiting for you at GlassesUSA.com.
"I have an innate fear of mediocrity. As a competitive athlete and coach my entire life, it is hard for me to settle when it comes to achieving KPIs. Thankfully, with Talkdesk, I don't have to. I can better manage my teams and easily pivot when necessary. If your company or CX team is truly customer-centric, your focus should be on the customer with everything you do, which should determine your objectives and KPIs. Talkdesk enables everyone to keep the focus on what matters: the customer."
Doron Pryluk SVP of Customer Experience at Glasses USA parent company Optimax
Before implementing Talkdesk CX Cloud™, GlassesUSA.com couldn’t track, measure, or save data from voice calls, and managing incoming calls was chaotic.
With Talkdesk, teams can now review feedback much faster than they could before. Live reporting allows global teams to stay on top of call activity, and the capability to easily export, download, and aggregate data helps to make better business decisions.
Talkdesk Studio™ “drag and drop” easily allows for complex IVR changes. Dispositions provide valuable data to see trends and friction points across tens of thousands of calls, helping improve self-service options.
In the first year since deploying Talkdesk, pickup rate has increased to 90%, handle time has significantly decreased (in turn saving hundreds of hours per month), and customer satisfaction has significantly increased.
