Case Study: E.ON (ZSE) achieves 24-hour response times and faster customer support with LiveAgent

E.ON - Customer Case Study

ZSE, part of the E.ON group and a leading Slovak energy provider since 1922, faced “email chaos” as incoming customer messages grew beyond the capacity of their prior helpdesk. Their existing system made it difficult to process large volumes quickly, so in April 2014 they evaluated alternatives and chose LiveAgent to restore control and improve response times.

LiveAgent’s ticket distribution, business rules and intuitive interface let ZSE route thousands of tickets to the right teams, train new agents quickly, and cut average answer times so their 44 support representatives now respond within 24 hours. Adding live chat boosted customer satisfaction within a week, agents can manage Facebook posts and feedback in one place, and most setup changes are handled in-house with LiveAgent’s 24/7 support.

E.ON

Michaela Dobosova

PR Manager