Case Study: Contrado handles 8,000 monthly tickets with LiveAgent

Contrado handles 8,000 tickets monthly with LiveAgent

Contrado, a UK-based e-commerce business specializing in personalized fabric printing and custom items, faced the challenge of effectively serving a huge customer base of 228,000 businesses and shoppers across nine countries with only 12 support agents. Their previous system, which relied on Outlook for email handling, lacked integration and proper measurement tools, making it difficult to manage high volumes of tickets, calls, and chats while maintaining quality service. They turned to LiveAgent for a comprehensive help desk solution.

By implementing LiveAgent's omnichannel platform, Contrado streamlined all support channels into a single interface. The solution included integrations for Facebook and Twitter, advanced reporting and analytics, and automation through SLA rules and canned messages. This allowed the vendor to handle 8,000 tickets, 3,000 calls, and 3,800 chats monthly with a 97% customer satisfaction rate, while also greatly improving agent productivity and enabling targeted quality control.

Contrado