Case Study: WebSupport achieves a 47% increase in support effectiveness with LiveAgent

WebSupport - Customer Case Study

WebSupport, the largest web hosting and domain registrar in Slovakia (handling roughly 95,000 domains for about 71,000 customers) and expanding regionally, struggled with fragmented support: e‑mails and chats were handled in separate systems (OTRS and LiveChat), making it hard to track prior communication and manage increasing volume across a 16‑person team that handles thousands of chats, calls and e‑mails monthly.

In July 2012 they switched to LiveAgent, consolidating e‑mail and chat into one interface, adding a searchable knowledgebase, automated ticket distribution and priority sorting, internal transfers and Nicereply integration for KPI tracking. The change boosted support effectiveness by 47%, improved accessibility and quality of service, enabled precise customer‑satisfaction measurement, and allowed LiveAgent to deliver custom features that further streamlined workflows.

WebSupport

Martin Bača

Chief Customer Officer