Industry
Government & Public ServicesCompany
The Financial Directorate of the Slovak Republic is a government organization serving over 2 million taxpayers with support and assistance.
Location
Slovak Republic
Key Features
- 2x increase in client queries
- Reduced worktime while handling more queries
- 60 full-time support representatives
Finančná Správa: Transforming Government Support with LiveAgent
In August 2013, The Financial Directorate of The Slovak Republic started using LiveAgent to provide live and offline help to more than 2 million taxpayers. Currently, they employ 60 full-time support representatives who handle thousands of queries a month.
A government organization of this size is a perfect example that LiveAgent is built for all kinds of businesses—commercial, non-commercial, or government. The size also does not play any role – whether you’re a one-man business or a multinational corporation – LiveAgent will scale to your needs.
LiveAgent + Facebook Integration
While email ticketing and live chat are the most frequently used features by Finančná Správa, they also have their Facebook page connected to be able to answer Facebook page posts, comments, and messages within LiveAgent. That brings the necessary convenience and helps their support agents avoid distraction.
Communication Is Now More Personal
"Switching to LiveAgent has brought a simpler, faster and more transparent communication. One of the key features is analytics and reporting, which helps us with following our goals. The communication with our clients is now more personal, because with LiveAgent, customers can follow up on our answers in the same thread, which makes it super convenient – they don't have to describe their situation over and over again, since we already know them.'
What Do The Clients Say
The clients have quickly adapted to the new functionality and ability to solve their issues and get answers in real time. The client queries have increased due to better accessibility. With LiveAgent support portal, they can communicate like with a regular mail client.
"We've been able to double the amount of client queries, while simultaneously decrease the worktime.' — Patricia Macikova, PR @ The Financial Directorate of The Slovak Republic
Key Achievements
The implementation of LiveAgent has delivered significant improvements for Finančná Správa:
- Doubled Client Queries: The organization has been able to double the amount of client queries while simultaneously decreasing worktime
- Simplified Communication: Switching to LiveAgent brought simpler, faster, and more transparent communication with taxpayers
- Personal Touch: Communication with clients is now more personal, as customers can follow up on answers in the same thread without having to repeat their situation
- Better Analytics: Analytics and reporting features help track goals and measure success
- Multi-Channel Support: Integration with Facebook allows agents to manage inquiries from multiple channels in one place
- Scalability: LiveAgent’s ability to scale ensures that as the organization grows, the system can handle increased demand
Why LiveAgent Works for Government Organizations
Finančná Správa’s success demonstrates that LiveAgent is the ideal solution for organizations of any size and type. Whether you’re a government agency serving millions of citizens, a small business, or a multinational corporation, LiveAgent provides:
- Centralized Communication: All customer inquiries from email, live chat, and social media in one unified platform
- Efficient Ticket Management: Organize and prioritize inquiries with advanced ticketing features
- Real-Time Support: Provide immediate assistance to customers with live chat capabilities
- Detailed Analytics: Track performance metrics and identify areas for improvement
- Seamless Integration: Connect with existing tools and platforms like Facebook
- Scalable Infrastructure: Grow your support team without worrying about system limitations
The Financial Directorate of the Slovak Republic continues to rely on LiveAgent as a critical component of their customer service operations, helping them serve millions of taxpayers with efficiency, transparency, and personal attention.
