Case Study: Farfetch achieves 25% higher customer satisfaction and 50%+ faster handling and resolution with Talkdesk

Farfetch designs a happier, more agile global customer service team

Farfetch, the global luxury fashion marketplace serving customers in over 190 countries across 12 languages, needed a more scalable, reliable contact center. Persistent issues — including audio delays of three to four seconds on calls — plus difficulty replicating systems in new countries created service and quality problems and put pressure on agent onboarding and performance.

Farfetch implemented Talkdesk CX Cloud, Talkdesk Agent Assist and Talkdesk Studio, integrated with Salesforce, to add AI-driven automation and real‑time agent guidance. The result: +25% customer satisfaction, handling/resolution times improved by more than 50%, 30% growth in workload with only a 12% payroll increase, and roughly 40% cost efficiencies between 2018–2020 (about half attributed directly to Talkdesk).

Farfetch

André Cavaco Leitão

Global Director