Case Study: PaySimple cuts call abandonment to 5.5% and boosts agent efficiency with Talkdesk

Simplifying customer payments for service-based businesses

PaySimple, a payments and billing platform used by over 17,000 businesses, faced an outdated, unreliable contact center (Liveops) that caused outages, poor reporting, and lost revenue by failing to route calls intelligently or provide the business metrics needed to improve service. With customers expecting quick resolution of payment issues, PaySimple needed a modern, easy-to-administer solution that delivered uptime, live monitoring and better visibility into call center performance.

PaySimple selected Talkdesk for its intuitive UI, strong ROI and deep Salesforce integration, and added Slack notifications and Queue Callback to streamline workflows and reduce hold times. Within months call abandonment fell from 12% to 5.5%, agents saved an estimated 30 minutes per day, NPS improved, and PaySimple gained faster speed-to-answer, shorter handle times and actionable reporting.

PaySimple

Cassie Fish

Senior Operations Manager