Case Study: Alarm.com achieves higher CSAT and lower support cases with Talkdesk

How Alarm.com quadrupled their CSAT response rate in just a couple of months

Alarm.com wanted to create a better experience for customers, partners, and its own team while improving support efficiency. Working with Talkdesk, the company aimed to better serve and retain customers, improve onboarding for new hires, and gain clearer visibility into contact center operations.

Talkdesk helped Alarm.com optimize its contact center setup, including ring groups, to improve service and training. As a result, Alarm.com increased CSAT response rates from 5% to 20%, reduced occupancy and handle time, lowered the number of support cases, and gained enhanced visibility into operations.

Alarm.com

Mary Kidd

Systems Manager, Customer Operations