Talkdesk have announced trivago Hotel Relations selected Talkdesk as its contact centre solutions provider for more than 150 agents.
A dedicated sales subsidiary of trivago, trivago Hotel Relations is on a mission to establish strong relationships with hoteliers and industry partners around the world. They focused on selling innovative tech products to accelerate trivago’s direct business and make hoteliers more successful.
A flexible, configurable and scalable solution was a key differentiator in trivago’s decision to select Talkdesk Enterprise Cloud Contact Center to support its rapidly growing team.
trivago needed a single system to improve workflow, integrate with its existing CRM and increase agent efficiency. Talkdesk Intelligent Routing, infused with artificial intelligence (AI) through Talkdesk iQ, will streamline incoming call flow and empower trivago contact centre administrators to easily customise inbound routing. Calls are assigned to preset language groups, offering callers the option to wait for an agent in their preferred language, receive a callback, or switch to a different language.
“Talkdesk is simple to use and tailor to our needs, which will enable us to streamline our processes, making our agents’ jobs easier,” said Antonia Eversberg, advertiser operations, trivago.
“We are confident that with Talkdesk, we will provide our hoteliers a more customised and exceptional customer experience”.
Seamless integration with its existing Salesforce CRM database was another area of need for trivago and crucial to the Talkdesk implementation and transition process. With Talkdesk for Salesforce providing peace of mind that its extensive customer database remained accessible, Trivago agents will now have immediate access to caller information through automatic screen pops, reducing average handle time and caller wait time and improving overall efficiency.
“High-growth companies like trivago Hotel Relations recognise the need for a cloud contact centre solution that can scale and innovate at a pace that will drive them forward, rather than slowing them down,” said Tiago Paiva, chief executive officer, Talkdesk.
“We are pleased to support trivago’s growing customer service and sales organisation and look forward to helping it differentiate through superior customer experience.”