USE CASE
Service
INDUSTRY
Service Management Software
INTEGRATION
Slack
KEY METRIC
↓ Hold Times,↑ CSAT
Empowering Customers with a Smarter Approach to Service
As a global service management software provider, Cherwell empowers organizations to improve service experiences and automate workflows for departments inside and outside the traditional boundaries of IT. Cherwell Service Management has become an essential tool for the enhancement of service activities across organizations and offers significant improvements for every area of the enterprise.
“The agility to make changes in seconds is crucial to the future vision we have as a best-in-class customer service provider. We believe that Talkdesk is the right partner to help us achieve our next-level service goals.”
– Bill Burch, Vice President of Customer Service
Frustrated with a lack of key reporting and analytics functionality along with an inability to make changes on the fly, Cherwell needed a contact center solution with data transparency and ease of administration. Ultimately, the team chose Talkdesk for its flexible, modern architecture, depth of reporting and clear view into the entire contact center.
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