Case Study: WeGoLook achieves an 85% reduction in average wait time with Talkdesk

WeGoLook - Customer Case Study

WeGoLook, a Crawford company that combines technology with an on‑demand workforce of licensed “Lookers,” needed a modern contact center as rapid growth exposed limits in its legacy on‑prem system. Poor call routing, limited visibility into agent activity and manual processes were hurting agent productivity and the customer experience.

Implementing Talkdesk with deep Zendesk integration provided intelligent routing, automation (ticket creation, voicemail drop), reporting, and call recording/monitoring to streamline workflows and improve oversight. Handling roughly 40,000 calls monthly, the new platform cut average wait time by 85%, lowered abandonment by 83%, raised service level by 81% and boosted answer rates by 92%, while enabling ongoing quality monitoring and agent performance improvements.

WeGoLook

Melinda Wyatt

Director of Operations