Case Study: LegalShield achieves improved service levels (+4%) and lower call transfers & abandoned calls with Talkdesk

LegalShield’s Three Lessons for Propelling CX Forward

LegalShield (part of Pre-Paid Legal Services, Inc.), which serves more than 1.7 million members and 140,000 businesses through its LegalShield and IDShield brands, needed a more reliable, responsive contact center partner to scale omnichannel service and improve member experience. After experiencing downtime and poor support with their previous vendor, the company sought better self-service, faster IVR updates, and improved visibility into the customer journey to reduce friction and deliver clearer legal guidance.

By moving to Talkdesk CX Cloud and integrating tools like Calabrio Workforce Management and Sentiment.io, LegalShield gained faster IVR updates, agent self-service, and end-to-end journey visibility while building toward more AI-driven automation. Results included a 10% call volume reduction in year one (with another 8% projected), a 4% improvement in service levels, a 5% drop in call transfers, abandoned calls down to 3.5%, roughly 22% staffing reduction, and a 154% increase in chats month-over-month vs. 2022 — plus faster issue resolution and a stronger vendor partnership.

LegalShield

Pat Patterson

Chief Information Officer