Case Study: Financial Directorate of The Slovak Republic achieves double the handled queries and reduced worktime with LiveAgent

Financial Directorate of The Slovak Republic - Customer Case Study

The Financial Directorate of the Slovak Republic (Finančná Správa) serves over 2 million taxpayers and in August 2013 implemented LiveAgent to manage thousands of monthly queries handled by 60 full-time support representatives. Facing high volumes and multi-channel demand, they needed a scalable system to streamline responses, reduce repeated explanations, and make communication more transparent and manageable across email, chat and social media.

By using LiveAgent’s email ticketing, live chat, Facebook integration and analytics, the directorate made communication faster, more personal and easier to track—customers can follow conversations in one thread and agents avoid distractions. As a result, accessibility and responsiveness improved: client queries doubled while overall worktime decreased, delivering better service with the same team.

Financial Directorate of The Slovak Republic

Patricia Macikova

The Financial Directorate of The Slovak Republic