By Brandon Lopez, Partner Marketing, Salesforce
Working with new and emerging business app organizations has been one of the most exciting aspects of my career at Salesforce. Recently, I sat down with Tiago Paiva, CEO and Founder of Talkdesk, provider of a cloud-based enterprise call center software. Through voice, chat, SMS or any real-time channel, the app enables you to interact with a customer wherever they are, creating a personalized experience for the customer. Here are some highlights of this inspiring conversation, focused around how they’re thriving in today’s economy. You can learn more about Tiago Paiva, CEO of Talkdesk, at the SaaStr Annual event by attending the session “Demystifying AppExchange” at 11:30 AM on Wednesday, February 8th.
In this new, on demand economy, customers seek results on the spot, so they don’t have to wait. “Our customers use Talkdesk to make sure when they receive a customer service call, or an SMS, the interaction is routed depending on the urgency of the inquiry,” shares Tiago, “This allows you to leverage data about the customer to determine why they are calling in advance and resolve their issues more effectively, in real time.” Being customer first and ensuring your customer service team is on the customer’s terms can be a complete shift in mindset and business processes, but it’s crucial to the success in this new economy.
“Unlike any of our competitors, we were born in the cloud. Our goal was always to be 100% in the cloud,” states Tiago, “This enables you to launch new technologies, innovate, connect to everything, and completely change the rules of the game.” By being cloud-based, Talkdesk is able to give more integration opportunities and technological advantages to their customers.
There are options when considering which technology and marketplace to leverage when building your business. What is important is what compels you to invest in the right platform. Tiago recommends learning the values of each marketplace, and then investing in one where their values align with yours. “Salesforce is a company that cares deeply about their customers. I think that’s the number one trait that made us want to partner, because Talkdesk cares just as deeply about our customers.”
By being customer focused and rooted in customer success from day one, like Talkdesk, you’ll thrive in the new economy, and be excited about what the future holds.
Tiago Paiva, CEO of Talkdesk, will be onstage in the Deep Dive Room at SaaStr Annual on Wednesday February 8th at 11:30 AM. Also, if you’re attending the event and interested to learn how you can build and grow faster, sign up for a 20 minute 1:1 with a Salesforce expert.