Case Study: Patagonia achieves improved reliability and CSAT with Talkdesk

Connecting customers, activism, and exceptional CX at Patagonia

Patagonia, a Certified B Corporation known for prioritizing environmentalism and activism, relies on a fully remote customer experience team of more than 300 representatives who have authentic, mission-driven conversations with customers. Their previous call center suffered frequent outages, poor notification and resolution processes, and limited reporting—issues that undermined reliability and the ability to deliver the meaningful CX Patagonia expects.

By implementing Talkdesk for Salesforce and a focused training rollout, Patagonia dramatically improved uptime and vendor responsiveness, with most issues resolved within minutes. Enhanced reporting, Customer Experience Analytics, and Quality Management gave managers granular visibility into missed contacts and call causes, enabling targeted coaching, faster problem resolution, reduced missed contacts, and an improved CSAT score—while ongoing collaboration with Talkdesk continues to refine the contact center.

Patagonia

Mari Stoner

Senior Manager, Cx Operations