Case Study: IdoSell Achieves 100% Customer Satisfaction with LiveAgent

Idosell achieves 100% customer satisfaction with LiveAgent

Idosell, a leading SaaS e-commerce provider in Poland, faced a challenge scaling its customer support to handle over 1,500 monthly requests from its growing international client base. Their 14-member team was struggling with inefficient communication across multiple channels, including email and social media, using a shared Outlook inbox system. They needed a centralized solution to improve response times and maintain their high standard of service.

By implementing LiveAgent's help desk software, Idosell unified its support channels into a single inbox, integrating email, phone, Facebook messages, and new live chat functionality. The use of features like ticket transfer and internal comments greatly improved coordination and oversight. This solution enabled the team to achieve a 100% customer satisfaction rate, answer all inquiries within a 24-hour standard, and handle over 250 phone calls and 180 live chats each month efficiently. LiveAgent also improved the responsiveness of the sales department, contributing to the company's continued growth.

Idosell