Case Study: ClickPay achieves a 40% increase in call pickup rate with Talkdesk

ClickPay used real-time reporting to decrease average wait time by 40%

ClickPay is a New Jersey–based real estate payment platform founded to help property managers, landlords, and residents move payments online and reduce paper checks. Its resident service team was hampered by a legacy telephony solution and an unstable Zendesk integration that delivered poor reporting, unreliable screen pops, and limited scalability—making it difficult to capture meaningful data or manage growing call volumes.

ClickPay implemented Talkdesk CX Cloud with the Zendesk Connector to gain reliable screen pops, automations, and advanced reporting. Using Talkdesk analytics and workflows (including Queue Callback), the team increased first-call pickup rate by 40%, cut average wait and abandonment rates, and improved forecasting accuracy to within 5%, driving greater staffing efficiency and a culture of continuous, data‑driven CX innovation.

ClickPay

Tim Kyse

Vice President of Customer Service