Case Study: Talixo achieves 40%+ reduction in call waiting times and improved customer satisfaction with Natterbox Voice for Salesforce

Talixo Improved customer satisfaction and reduced call wait times by more than 40%

Talixo, a travel technology company that integrates transfers into booking flows, faced sharply reduced bookings during COVID-19 and anticipated rapid post‑pandemic growth. Its legacy telephony system lacked scalability and full Salesforce CRM integration, so Talixo chose Natterbox’s Voice for Salesforce to provide an integrated, scalable telephony platform that supports both office-based and remote agents.

Natterbox implemented Voice for Salesforce with IVR and tight Salesforce integration so callers can enter booking numbers and agents receive personalized context, while managers gain visibility into remote agent performance and can send post‑call CSAT surveys. The Natterbox solution cut average call waiting times by more than 40% (down from 68 seconds), improved customer satisfaction, and enabled faster, more efficient, personalized customer interactions.

Talixo

Anna Brooks

Head of Operations