Case Study: Digitec Galaxus AG restores customer satisfaction and boosts agent morale with Talkdesk CX Cloud

Reliability of Talkdesk Contact Center Software CX Cloud™ equips Switzerland’s leading online retailer to reset after COVID-19

Digitec Galaxus AG, Switzerland’s largest online retailer with over a million items and more than two million customers, faced a major customer service challenge when its move to a cloud-based contact center coincided with COVID-19 lockdowns and a spike in inbound calls (from ~2,000 to ~3,000/day). Technical failures with the initial cloud provider left agents frustrated and service levels slipped just as online demand surged.

The company replaced that solution with Talkdesk Contact Center Software CX Cloud (integrated with Zendesk) and went live in July 2020, pairing the platform switch with increased staffing. The reliable platform restored call handling, agent morale rose by a full point on the quarterly “mood barometer,” customer satisfaction returned to historic levels, and Digitec Galaxus is now pursuing further integrations and IVR to drive efficiencies.

Digitec Galaxus AG

Mike Smith

Head of Customer Service