Case Study: Merchants Bank achieves 90% of calls answered within 20 seconds with Talkdesk

Merchants Bank - Customer Case Study

Merchants Bank, a longstanding community bank founded in 1875, needed to modernize customer care to meet changing expectations while maintaining its reputation for reliable service. To support service and support across phone, chat, email, and text, the bank turned to Talkdesk and its Financial Services Experience Cloud.

Talkdesk implemented a unified omnichannel contact center with co-browsing and AI-powered support, helping Merchants Bank extend availability and improve responsiveness. The results were strong: 90% of calls were answered within 20 seconds, and 50% of all bank calls are now captured through the Talkdesk platform.

Merchants Bank

Greg Evans

Chief Executive Officer