Case Study: Trenýrkárna.cz achieves faster customer support with Daktela

85% faster email response and 40% quicker reactions on the customer line

Trenýrkárna.cz, a major Czech e-commerce retailer of underwear, faced a significant challenge in scaling its customer service to keep pace with its rapid international growth. The company was struggling with an increasing number of missed calls, unstable performance during peak seasons, and a need to optimize its support processes. To address this, they chose to implement the Daktela customer service platform.

Daktela provided an omnichannel solution that integrated phone, email, and chat communications into a single environment. This allowed Trenýrkárna to implement custom workflows, SLA management, and clear reporting. The results were substantial, including an 85% faster first reply to emails and a 40% quicker phone response time. These improvements were achieved without expanding the support team, enabling stable performance during peak seasons and supporting the company's continued expansion.

Trenýrkárna.cz

Denisa Pánková

Head of Customer Support