Case Study: Shift achieves 40% NPS increase and 60% fewer missed calls with Talkdesk

Shift - Customer Case Study

Shift, an online auto marketplace with three growing contact centers, needed a better way to route customer calls to meet aggressive goals for answer rates and Net Promoter Score. Their previous solution lacked visibility into prior interactions and often sent calls to unavailable agents, and they wanted a CRM-integrated contact center that could be implemented quickly without expensive professional services.

Shift implemented Talkdesk for its simple admin interface and native Salesforce integration, using intelligent routing, automated screen pops and built-in reporting to give agents context and prioritize the best available rep for each interaction. As a result, missed calls fell by 60% and NPS rose by 40%, while faster setup and low training overhead supported rapid growth.

Shift

Justin Moyer

Business Operations Manager