- 2x faster email processing
- 100+ emails per day managed efficiently
FrëschKëscht: From School Project to Success
FrëschKëscht started as a school project and has now transformed into a real company thanks to the success achieved as a mini-company. FrëschKëscht, which means “FreshBox” in English, supplies Luxembourg with exclusively local and seasonal food products in the form of a box that varies from week to week.
The Challenge: Managing Growing Customer Inquiries
Before implementing LiveAgent, FrëschKëscht faced a significant challenge with their customer communication. Over 100 emails landed in their normal email mailbox every day, making it extremely difficult to work as a team. There was no overview of incoming messages, no way to assign emails to specific team members, and no clear tracking of who had worked on each inquiry.
"There is no success without good customer service."
This unstructured approach to email management made it nearly impossible to provide the level of customer service that FrëschKëscht wanted to offer. The team recognized that they needed a dedicated solution to manage their growing customer base effectively.
The Solution: LiveAgent Implementation
FrëschKëscht started using LiveAgent in late 2020. The decision was driven by the need to offer better customer service and improve internal organization. LiveAgent provided the structured approach to customer communication that the team was looking for.
Transformative Results
Since implementing LiveAgent, FrëschKëscht has experienced significant improvements across multiple areas:
Operational Efficiency
- Internal organization improved dramatically through email assignment, team-internal comments, and clear visibility of who has worked on each email
- Processing time cut in half - LiveAgent’s features enabled the team to process tickets twice as fast
- Faster customer responses - The ability to quickly assign and track emails meant customers received answers much faster
Business Impact
- Sales increased significantly thanks to improved customer support, which is now possible with LiveAgent’s efficient management system
- Team satisfaction - Employees love working with LiveAgent, with no negative feedback received so far
- Easy adoption - The software is very easy to learn compared to many other help desk solutions, making team adoption smooth
Employee Perspective
Having a help desk application is valuable, but it’s crucial that employees can work with it effectively and be satisfied with the tool. The team at FrëschKëscht has embraced LiveAgent enthusiastically.
Our agents at FrëschKëscht love working with LiveAgent. So far we have not received a single negative comment about the software. It is software that is very easy to learn compared to many other help desk software. In our opinion, this is a very important point that the agents, who work with it, later also have to be satisfied. Every day, our employees are happy to process emails with LiveAgent instead of dealing with the standard unstructured and time-consuming mailbox.
Gilles HEINESCH - Co-Founder, FrëschKëscht
From managing over 100 emails daily in a chaotic inbox to a well-organized, efficient system, FrëschKëscht’s transformation with LiveAgent shows how the right help desk solution can be a game-changer for growing businesses.
