Case Study: IAI S.A. achieves 100% customer satisfaction and faster sales responsiveness with LiveAgent

IAI S.A - Customer Case Study

IdoSell (IAI S.A.) is a leading Polish SaaS provider for online stores, hotels and bookings, serving more than 4,000 customers in 10 countries. Their 14‑agent support team handled roughly 1,500 support requests, 250 calls and 180 chats monthly, but was constrained by shared Outlook inboxes, poor Facebook message handling, no live chat and limited ticket assignment/ follow‑up capabilities.

After deploying LiveAgent in early 2016, IdoSell unified email and Facebook messages, added live chat and adopted ticket transfer, internal comments and ticket postponing. The result: faster responses, full 24‑hour SLA tracking, a reported 100% customer satisfaction, improved sales responsiveness and oversight, better scalability and a happier support team.

IAI S.A

Paweł Fornalski

Founder & CEO