Glovo delivers optimal customer experience with 2,400 agents on Talkdesk Enterprise Cloud Contact Center

Talkdesk®, the cloud contact centre for innovative enterprises announced Glovo selected Talkdesk as its contact centre solution. Glovo is an on-demand courier service that purchases and delivers any product through its mobile app.

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As one of the fastest-growing delivery players in Europe, Hispanic America and Africa, with more than 2,400 agents spread across 16 call centres in 13 countries, Glovo needed a scalable and customizable cloud solution to accommodate its rapidly-growing customer service operation and integrate easily with its existing CRM databases.

“Supporting our customers with a superior level of customer service is what sets Glovo apart from our challengers in a highly dynamic and competitive environment,” said Ludovic Magnier, global customer service tools manager, Glovo. “The agility of Talkdesk’s cloud contact centre allows Glovo to remain ahead of our customers’ needs through a rapid pace of product innovation, seamless integrations in an easy-to-use and comprehensive solution that will enable us to pursue an aggressive growth and expansion plan.”

Talkdesk’s scalability was a crucial differentiator in Glovo’s final decision to move its rapidly expanding customer service operations to Talkdesk Enterprise Cloud Contact Center. The ability to adjust service levels to meet fluctuating demands and seasonal traffic spikes will help Glovo reduce costs and keep pace with customer needs while improving contact centre efficiency. Talkdesk’s reputation for reliability, backed by an available 100% Uptime SLA, and its rapid pace of product innovation will provide Glovo a consistent connection to its customers and guarantee the latest industry advancements are always available to its agents.

“We are excited to be the customer service backbone of Glovo’s growing operation with Talkdesk enterprise cloud contact center solutions as the foundation for its outstanding customer experience,” said Tiago Paiva, chief executive officer, Talkdesk. “Today’s forward-thinking enterprise organizations like Glovo are making customer experience a competitive advantage with Talkdesk and transforming their contact centres to keep pace with customer demand.”

As Glovo continues to grow rapidly and scale its customer service operations to match, the company needed to easily integrate with a wide range of customer experience tools. Through Talkdesk AppConnect, the first enterprise contact centre app store, Glovo can quickly integrate the tools they are currently using and add new functionality as needed through one-click installs. Talkdesk AppConnect unities best-in-breed software to redefine the way businesses customize contact centres to provide an optimal customer experience.

About Talkdesk

Talkdesk Enterprise Cloud Contact Center 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 1,800 innovative enterprises around the world, including IBM, Acxiom, 2U, Trivago and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.