Case Study: ZlavaDna boosts customer satisfaction and reduces ticket load with LiveAgent

ZlavaDna boosts customer satisfaction by 25% with LiveAgent

ZlavaDna, a leading deal-of-the-day website in Central Europe, faced challenges managing a high volume of customer queries. Their support team was overwhelmed using Gmail for email communication, leading to inefficiency and duplicate work as the company grew. They needed a unified system to manage emails, chats, and calls more effectively. After evaluating alternatives like Zendesk, they chose LiveAgent for its feature set and attractive price.

With LiveAgent, ZlavaDna implemented a multi-channel help desk solution featuring live chat and email management. This gave agents a complete history of each customer's interactions, preventing duplicate questions and speeding up resolution. The results included handling over 9,000 queries monthly, a 25% decrease in ticket load due to live chat, and all queries being answered within 24 hours. LiveAgent also helped ZlavaDna achieve a two-digit increase in overall customer satisfaction.

ZlavaDna