Case Study: Root Insurance achieves scalable contact center growth and 4% self-service call deflection with Talkdesk

Root Insurance drives growth with contact center innovation

Root Insurance, the nation’s first car insurer powered entirely by mobile, needed a more flexible contact center as it scaled across 30 states. Its legacy solution lacked workforce and quality management, training support, and the scalability to handle growing inbound service volume, so Root sought a partner that could grow with them.

Root implemented Talkdesk CX Cloud (Enterprise) with Zendesk integration, Queue to Callback, workforce and quality management, skills-based routing and Voice IVR. The new platform improved efficiency and customer experience—enabling callbacks instead of long queue waits, deflecting an average of 349 calls per week (18,148/year), and delivering a 4% increase in self-service call deflection—freeing agents to focus on complex issues and supporting Root’s continued growth.

Root Insurance

Kyle Kizer

Manager of Customer Service Operations