Case Study: Cotswold Web achieves 98% customer satisfaction and scales support to 600 tickets/month with LiveAgent

Cotswold Web - Customer Case Study

Cotswold Web is a six‑person design studio supporting over 400 clients across four countries, where agents must handle complex, technical customer queries that demand thoughtful, high‑quality responses. The team needed a flexible, cost‑effective helpdesk that combined live chat and ticketing, was easy to configure, and could scale with their workflows after evaluating several products.

They migrated to LiveAgent and gained unified chat/ticketing, easy templates, granular access controls and gamification features, plus lower costs and greater maturity than prior tools. The result: the team handles nearly 600 tickets per month with customer satisfaction above 98%, strong internal endorsement of the platform, and improved capabilities for both support and sales.

Cotswold Web

Richard Jaques

Founder