Pet Insurer Strengthens Its Contact Centre Operations

Companion Protect has selected Talkdesk CX Cloud as its end-to-end contact centre solution.

Talkdesk CX Cloud will enable Companion Protect, a leading pet health insurance company, to create a seamless customer experience for pet parents.

The operational flexibility of Talkdesk CX Cloud will benefit the company’s workforce as Companion Protect employees continue to operate from home due to COVID-19 office shutdowns.

Talkdesk cloud solutions offered Companion Protect an easy transition path for customer service teams to work from home.

The company added Talkdesk Workforce Management to optimize staffing and maintain ideal service levels to meet the needs of its customers.

“Our previous solution was outdated, and moving to Talkdesk allowed for us to explore work from home scenarios,” said Randy Staats, vice president of technology, Companion Protect.

“Our business depends on supporting and meeting the needs of worried pet owners, and Talkdesk CX Cloud is the backbone of our customer experience operations.”

Among the top priorities for Companion Protect pet insurance in a new solutions provider was to gain valuable insight and visibility into its contact centre performance.

The company’s previous contact centre platform had limited reporting capabilities needed to measure its customer operations.

Robust Analytics & Insights from Talkdesk will provide Companion Protect with real-time and historical metrics to leverage into actionable data to improve efficiency and reduce costs.

With customizable dashboards offering live views of performance against service level agreements (SLAs) and key metrics, Companion Protect can easily identify areas for improvement to coach agents, improve customer satisfaction and have reduced time spent on reporting by nearly 80 percent with Talkdesk CX Cloud.

“Limited or inaccurate reporting can be a matter of futility for customer support teams, costing them considerable staff hours on something that should be automated and done in the background,” said Tiago Paiva, chief executive officer, Talkdesk.

“Talkdesk CX Cloud takes the busy work out of reporting for Companion Protect and enables its support agents to focus on what’s most important, the customer.”

This news story has been re-published by kind permission of Talkdesk – View the original post