Case Study: Contrado Imaging Ltd achieves 97% customer satisfaction while scaling support across 9 countries with LiveAgent

Contrado Imaging Ltd - Customer Case Study

Contrado is a UK-based bespoke e-commerce brand (personalised fabric printing, garments and home items) founded in 2002 that sells across nine countries. The company faced a big support challenge: a 12‑agent team needed to serve a customer base of nearly 228,000 businesses and shoppers across multiple websites, handling roughly 8,000 tickets, ~3,000 calls and ~3,800 live chats per month.

In September 2016 Contrado deployed a single instance of LiveAgent to unify email, chat, phone and social channels, add reporting, canned responses, SLA/rule automation and department routing by site/language. The result was streamlined contact handling, better email management versus Outlook, improved agent productivity and oversight, faster response times and a sustained 97% customer satisfaction rate.

Contrado Imaging Ltd

Gwennael Houdayer

Customer Experience Manager