Case Study: Anki achieves rapid, scalable phone support and higher customer satisfaction with Talkdesk

Anki drives superior customer experiences with Talkdesk

Anki, a consumer robotics company best known for Anki Drive, needed to deliver consistent, brand-building customer service across geographically dispersed call centers in North America and EMEA. Strong seasonal spikes (from ~2% to over 10% of customers calling during the holidays) and a costly, hard-to-maintain custom Twilio solution made rapid agent onboarding, quick phone-number provisioning, and low-administration overhead critical requirements.

Anki implemented Talkdesk (built on Twilio) in three weeks; its self-service setup and Zendesk integration let teams provision numbers in seconds, update IVRs, and add agents without dedicated engineering. The result: flexible scaling from ~10 to 125+ seasonal agents, 1am–7pm PT coverage across regions, a shift to over 95% of inquiries being phone calls, and consistently high customer satisfaction (above 90%).

Anki

Jon Mitchell

Senior Director of Customer Care