# How Michaels uses Talkdesk

**89%** Service level, up from 20% year-over-year

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

- Company: [Michaels](https://www.usedby.ai/companies/michaels.md)
- Tool: [Talkdesk](https://www.usedby.ai/tools/talkdesk.md)
- Industry: [Retail](https://www.usedby.ai/companies/industry/retail-offline-omnichannel.md)
- Teams: Customer Experience, Customer Service

## The use case: how Michaels deploys Talkdesk

Michaels, an arts and crafts retailer, uses Talkdesk's AI-powered customer experience platform, including Talkdesk Copilot, to support its customer service agents in handling inquiries from physical stores and the ecommerce platform.

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

> Talkdesk AI solutions significantly enhanced customer service performance at Michaels. Service levels improved from 20% to 89% year-over-year, demonstrating substantial gains in managing customer inquiries across both physical stores and the ecommerce platform.

> Talkdesk Copilot is going to be a game changer for us. Not just from a time and cost savings perspective, but from an agent satisfaction standpoint. They're our internal customers. We want to keep them happy. It's in our best interest to make their jobs as easy and streamlined as possible.
>
> Krystal Roloff, Director of CX Store Experience

Source: [talkdesk.com](https://www.talkdesk.com/customers/michaels/), captured 2026-10-04.

## Other AI tools used by Michaels

- [Spellbook](https://www.usedby.ai/tools/spellbook.md) — Observed

## Talkdesk users in Retail

- [Right Time](https://www.usedby.ai/companies/right-time.md) — Confirmed
- [Kwik Trip](https://www.usedby.ai/companies/kwik-trip.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure 89% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Michaels.
- Checked: Michaels uses Talkdesk. Confirmed line. Latest check across sources: 2026-10-19.
- Not checked: the result itself. We quote it; we did not measure it.

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