Case Study: Lineten slashes average wait time to 18 seconds and cuts call abandonment to 7% with Talkdesk

Lineten - Customer Case Study

Lineten, founded in 2013, connects delivery companies and POS integrations to simplify e-commerce logistics. For a business where customers must be able to report time-sensitive delivery issues, their previous contact center caused long hold times—sometimes up to two minutes—with many callers hanging up within 30 seconds and an abandonment rate around 33%.

Lineten partnered with Talkdesk (integrated with Zendesk) to deploy automated contact-center technology and improve workflows and training. The solution cut average wait time from just under two minutes to 18 seconds and reduced call abandonment from 33% to 7%, materially improving customer reachability and support outcomes.

Lineten

Quaid Combstock

Growth Lead