Case Study: Matchaflix turns inquiries into sales with LiveAgent

Matchaflix boosts first contact resolution by 66% with LiveAgent

Matchaflix, a Spanish matcha tea seller, experienced significant business growth which led to an increase in customer inquiries and logistical complaints. Their challenge was to improve customer service management to ensure efficiency and a satisfactory user experience. To address this, they worked with their marketing agency, Impulsa3, to implement LiveAgent's helpdesk software.

LiveAgent provided a solution that included native integrations with WhatsApp Business and Shopify, centralizing inquiries and allowing real-time access to customer orders. This implementation resulted in a remarkable reduction in average response time from 3-6 days to just 5 minutes, a 66% increase in first contact resolution rate, and 37% of commercial inquiries leading directly to a purchase. LiveAgent's platform was crucial in transforming customer service and directly boosting sales.

Matchaflix