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Talkdesk’s new service draws on user context to speed support calls
Talkdesk Inc., a venture-backed provider of contact center automation services, believes that it has found a way to make support calls less of a hassle.
The startup today is launching a new suite called Talkdesk Context that draws upon the data companies collect their about customers to streamline help desk operations. Context Mobile, the first service in the lineup, focuses on support inquiries from mobile users. It’s not surprising that Talkdesk put this particular segment at the top of its checklist, given that consumers are estimated to have spent nearly 900 billion hours in apps during 2016.
All that activity produces a lot of useful data for support representatives. When a user makes a support call about an app connected to Talkdesk’s contact center platform, Context Mobile identifies them to the representative who picks up the phone and shows key account details.
Companies can customize what information is displayed based on the situation. An online travel provider, for example, could have Context Mobile surface what plane ticket a user was trying to book before putting in the support request. The in-app activity data may be paired with caller location, account tier, order status and other potentially relevant details.
Talkdesk said giving help desk representatives access to this information upfront saves trouble for all the parties involved. The user is spared the hassle of explaining their problem, while the agent can move on to the next customer faster.
Context Mobile has been shown to shave one to two minutes off support calls, according to the company. This has the potential to add up quickly across a large company, especially when it comes to the routine inquiries that typically account for the bulk of contact center activity. Without the delay of collecting the relevant information from customers, an experienced agent can potentially sort out such calls in a matter of moments.
Context Mobile is available immediately. Talkdesk plans to make more additions to the Talkdesk Context suite next quarter.
Image: Talkdesk
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