Case Study: Martinus improves customer support efficiency with LiveAgent

Martinus shortens customer response times and resolves thousands of queries with LiveAgent

Martinus, Slovakia's largest online bookstore, faced challenges managing customer requests through a shared email inbox, which was inefficient and lacked structure. They sought a comprehensive system to unify customer care, improve request flow, and gain better analytics. This led them to implement LiveAgent's help desk software.

LiveAgent provided a ticketing system with full customer history tracking and API integration, which connected to Martinus's shopping cart. The solution significantly improved request management and rapidly shortened response times. It ensured all tickets were resolved and saved agents considerable time by providing complete communication histories. The vendor's platform also delivered convenient statistics for evaluating agent performance and managing request flow, and it was well-received by the support representatives.

Martinus