Case Study: Teka Group achieves higher customer satisfaction and lower headcount with Talkdesk

Driving targeted improvements to ensure exceptional support at every touchpoint

Teka Group, a leading home appliance manufacturer, needed to improve pre- and after-sales support and deliver more consistent customer experiences across its service touchpoints. To achieve this, Teka turned to Talkdesk and implemented Talkdesk CX Cloud™ to gain better visibility into its contact center performance and customer service operations.

With Talkdesk, Teka internalized its contact centers, reduced headcount by 25%, and lowered operating costs while improving productivity. Video calls helped agents resolve 10% more issues remotely, reducing technician visits, and customer satisfaction rose to 4.7 out of 5 through post-call surveys and automated SMS updates.

Teka Group

Esther Riglos

VP Global Head Customer Service