Case Study: ParkWhiz achieves 90%+ service levels, 8x lower hold time and 5x lower abandonment with Talkdesk

ParkWhiz - Customer Case Study

ParkWhiz, a Chicago-based parking marketplace handling over a million daily searches, struggled to manage a fully remote customer experience team because its legacy contact center lacked reporting and visibility. That led to long queues, high hold times and elevated abandonment rates, making it difficult to measure performance or improve service.

ParkWhiz implemented Talkdesk Enterprise Cloud Contact Center with integrations to Kustomer CRM and Slack, using live and historical reporting, dispositions, sentiment analysis and SMS surveys to monitor and coach agents in real time. The result: consistent 90%+ service levels, an 8x reduction in average hold time, a 5x drop in abandonment rate, and clearer data-driven opportunities for productivity, coaching and product improvements.

ParkWhiz

Ryan Kern

Director of Operations