Case Study: GlassesUSA.com cuts handle time and boosts customer satisfaction with Talkdesk

Taking a data-driven approach to customer centricity with Talkdesk

GlassesUSA.com is the largest online eyewear retailer, serving customers in over 92 countries and helping more than 2 million people access affordable, designer and house-brand frames and lenses. Faced with chaotic inbound call management, the company could not track, measure, or save voice-call data—making it hard to monitor KPIs and deliver consistent customer-centric service.

By deploying Talkdesk CX Cloud and Talkdesk Studio™ for drag-and-drop IVR changes, GlassesUSA.com gained live reporting, easy data export/aggregation, and disposition tracking to surface trends and friction points. Within a year pickup rate rose to 90%, average handle time fell—saving hundreds of hours per month—and overall customer satisfaction significantly improved.

GlassesUSA.com

Doron Pryluk

Senior Vice President of Customer Experience