Case Study: Balsam Hill achieves higher customer satisfaction and reduced wait & abandoned call rates with Talkdesk

Optimizing year-round and seasonal customer care with Talkdesk CX Cloud™

Balsam Hill is a global leader in realistic artificial Christmas trees and seasonal décor, operating year‑round from locations in the US, Philippines, and Ireland. The company scales its customer care team up to 15× for a three‑week holiday peak, creating challenges in training temporary staff, maintaining phone‑first support, and reliably representing the brand during the busiest period.

Partnering with Talkdesk CX Cloud™, Balsam Hill moved to an in‑house system with streamlined overflow and callback features, defined KPIs, and a simple way for agents to log call summaries. The solution cut average speed of answer and abandoned‑call rates, increased customer satisfaction and feedback, and delivered actionable insights for product, web, and marketing teams to improve the overall customer experience.

Balsam Hill

Rick Clark

Director of Global Customer Care