Fast Growing Sports Company Moves to the Cloud

A picture of people running
Filed under - Contact Centre News,

Talkdesk have announced that On, the sporting apparel provider, has selected Talkdesk to propel its customer service operations ahead.

With “running on clouds” as a key point in On’s goal to revolutionize the sensation of running with soft landings and explosive takeoffs, Talkdesk cloud solutions are ideal to transform its customer experience.

Born in Switzerland and named one of the country’s top startups, On is one of the fastest-growing sports companies in the world with products sold in more than 50 countries.

“In the rapidly changing landscape of the sports industry, it’s imperative that we are always available to our customers through multiple channels so they can reach us through the method they prefer,” said Josie Lennard, head of customer service, North America, On.

“Outstanding customer service is vital to our success and we are confident that our move to Talkdesk will sustain and strengthen the connection we have with our customers.”

As a global footwear and apparel brand looking to expand its footprint and grow its customer service organization, On chose Talkdesk for its cloud flexibility to support rapid growth while maintaining a high level of voice quality and systemwide reliability.

Talkdesk offers a solid system with a complete omnichannel offering to support On’s mission to grow its brand worldwide and differentiate through superior customer experience.

Talkdesk Customer Engagement, powered by artificial intelligence (AI) from Talkdesk iQ, offers On the intelligent routing and customization options it needs to expand rapidly to support its global brand in multiple countries and languages.

Starting with its contact center in the U.S., On is rapidly expanding its customer service workforce with multiple support centers in Europe, Asia, South America and Australia.

Leveraging the quick-implementation abilities of Talkdesk cloud solutions, On was able to activate a new customer service team in Japan, provision local support phone numbers and onboard at-home agents in less than three days.

A thumbnail photo of Tiago Paiva

Tiago Paiva

“We are excited by On’s selection of Talkdesk and look forward to being the foundation upon which they can provide outstanding customer experience,” said Tiago Paiva, chief executive officer, Talkdesk.

“Today’s forward-thinking enterprise organizations are making the customer experience a competitive advantage with Talkdesk and transforming their contact centers to keep pace with customer demand.”

On utilizes a custom-built, comprehensive customer relationship management (CRM) database from Salesforce to maintain customer records and leverages the seamless integration of Talkdesk for Salesforce to increase agent efficiency and reduce average handle time.

Talkdesk syncs with On’s Salesforce records, automatically providing a complete customer profile to the agent and empowering them to have more informed, personalized conversations that deliver results.

Through comprehensive historical reports and native real-time reporting, On now has a deeper understanding of agent performance and with access to detailed breakdowns of operational metrics to drive efficiency improvements.

Author: Robyn Coppell

Published On: 5th Jun 2020 - Last modified: 9th Jun 2020
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