# How Farfetch uses Talkdesk

**40%**: “Farfetch achieved 40% cost efficiencies—half directly attributed to Talkdesk.”

As published on [talkdesk.com](https://www.talkdesk.com/customers/farfetch/). Captured by usedby on 2026-10-04.

- Company: [Farfetch](https://www.usedby.ai/companies/farfetch.md)
- Tool: [Talkdesk](https://www.usedby.ai/tools/talkdesk.md)
- Industry: [Marketplace](https://www.usedby.ai/companies/industry/marketplace.md)
- Teams: Sales, Workforce Optimization

## What the story says

Farfetch uses Talkdesk CX Cloud, Talkdesk Copilot and Talkdesk Studio in its contact center for support and sales, with Talkdesk integrated with Salesforce. Copilot gives agents real-time tips during customer conversations, which helps new agents get up to speed.

Summary written by usedby from the source page, in English. The figures are those of Talkdesk and Farfetch, not ours.

> Farfetch achieved 40% cost efficiencies—half directly attributed to Talkdesk.

- **25%**: “↑ 25% Customer Satisfaction”
- **50%**: “↓ Handling/resolution times \> 50%”
- **30%**: “The results speak volumes: a 30% workload increase with only a 12% payroll increase, showcasing significant productivity gains.”

> I’m a big advocate for using automation to enhance human capabilities. We have expanded our use of the AI and automation features within Talkdesk, such as Talkdesk Copilot. New agents can face a big learning curve during the first 30 days of a new job: Talkdesk Copilot offers agents real-time tips and information based on their conversation with a customer. It helps new agents feel more supported and keeps them motivated.
>
> André Cavaco Leitão, Global Director, Workforce Optimization

## What usedby checked

We compared the story with its live page on 2026-10-04.

- Checked: the figure 40% is printed word for word on the page, near the name of Farfetch.
- Checked: the passage quoted above is copied word for word from the page, near the name of Farfetch.
- Checked: Farfetch uses Talkdesk. Confirmed line. Latest check across sources: 2026-10-04.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/farfetch-talkdesk · How we check: https://www.usedby.ai/methodology