trivago Hotel Relations books Talkdesk to optimise contact centre
Talkdesk announced trivago Hotel Relations selected Talkdesk as its contact centre solutions provider for more than 150 agents. A dedicated sales subsidiary of trivago, a global hotel search platform, trivago Hotel Relations is on a mission to establish strong relationships with hoteliers and industry partners around the world.
trivago Hotel Relations is focused on selling innovative tech products to accelerate trivago’s direct business and make hoteliers more successful.
A flexible, configurable and scalable solution was a key differentiator in trivago’s decision to select Talkdesk Enterprise Cloud Contact Centre to support its rapidly growing team. trivago needed a single system to improve workflow, integrate with its existing CRM and increase agent efficiency.
Talkdesk Intelligent Routing, infused with artificial intelligence (AI) through Talkdesk iQ, will streamline incoming call flow and empower trivago contact centre administrators to easily customize inbound routing. Calls are assigned to pre-set language groups, offering callers the option to wait for an agent in their preferred language, receive a call-back, or switch to a different language.
Antonia Eversberg, advertiser operations, trivago, said,
“Talkdesk is simple to use and tailor to our needs which will enable us to streamline our processes, making our agents’ jobs easier,” “We are confident that with Talkdesk, we will provide our hoteliers a more customized and exceptional customer experience”.
Seamless integration with its existing Salesforce CRM database was another area of need for trivago and crucial to the Talkdesk implementation and transition process. With Talkdesk for Salesforce providing peace of mind that its extensive customer database remained accessible, Trivago agents will now have immediate access to caller information through automatic screen pops, reducing average handle time, caller wait time and improving overall efficiency.
Tiago Paiva, chief executive officer, Talkdesk, commented,
“High-growth companies like trivago Hotel Relations recognise the need for a cloud contact centre solution that can scale and innovate at a pace that will drive them forward, rather than slowing them down,”
“We are pleased to support trivago’s growing customer service and sales organisation and look forward to helping it differentiate through superior customer experience.”
Talkdesk Enterprise Cloud Contact Centre empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including IBM, Acxiom, Discovery Education and Peloton, rely on Talkdesk to power their customer interactions.