Case Study: Mercado Libre achieves improved agent satisfaction and operational efficiency with Talkdesk

How Talkdesk helped Mercado Libre improve service agent satisfaction and efficiency

Mercado Libre, a leading e‑commerce technology company in Latin America with over 174 million users, was hampered by multiple disparate systems around its Salesforce CRM. Agents struggled to access customer data quickly, creating frustration for staff and customers and driving up the cost and complexity of sales and contact center operations. The company needed a single, fast-to-deploy solution that worked across sales and service teams.

Talkdesk delivered a deep integration with Salesforce Service Cloud Voice and was implemented in 46 days across five countries with no operational downtime, allowing agents to use either open CTI or SCV. The rollout expanded contact centers from two to seven, consolidated operational and administrative data for better regional monitoring, improved agent satisfaction, and produced stronger performance metrics—driving efficiency gains, cost reductions and increased revenue.

Mercado Libre

Thiago Ferreira

Head of Operations