Case Study: SpotHero achieves 58% service level improvement with Talkdesk

Spothero - Customer Case Study

SpotHero, a Chicago-based startup that helps drivers find and book discounted parking in 13 cities, relies on a support team of “Customer Heroes” to deliver real-time service. With 75% of customer inquiries coming by phone, SpotHero needed a reliable, highly customizable call center solution after earlier vendors failed on usability, call quality and integration with Zendesk.

SpotHero implemented Talkdesk for its fast deployment, deep customization and seamless Zendesk CTI integration—Nate Peace set up a multi-level IVR in minutes and the platform was fully rolled out in three weeks. Today 35 agents handle about 19,000 calls per month, and Talkdesk Live’s real-time reporting gave the visibility needed to improve KPIs, driving a 58% increase in service level.

Spothero

Nate Peace

Support Operations Lead