Slido’s Challenge: Managing Dynamic Event Support
Slido is a web app that allows audiences to ask the most burning questions and express their opinions during conferences, meetings, and events. When people join these events, they typically come with questions. Slido creates a beautiful conversation between the presenter and the audience, enabling real-time interaction and engagement.
As Slido’s customer base grew, the company recognized the need for a robust customer support solution. Events and meetings are very dynamic environments where everything changes constantly. The team needed a way to manage customer inquiries efficiently while maintaining the quality of support their clients expected.
The Solution: Unified Communication with LiveAgent
Slido discovered that LiveAgent was the perfect tool to manage customer support effectively and in real-time. The platform’s ability to handle multiple communication channels was crucial for their success.
The greatest thing about LiveAgent is that it can manage everything from one place whether it is a phone call, chat or an email. It is very easy to talk to our clients even during the busiest time of the day.
Implementation Strategy
Slido’s team implemented LiveAgent to centralize all customer communications. The key aspects of their implementation included:
- Multi-channel integration: Combining live chat, email, and phone support in a single platform
- Email organization: Flagging emails, creating tags for specific inquiries, and assigning different priorities
- Real-time responsiveness: Ensuring quick responses during high-traffic event periods
- Streamlined workflows: Managing customer interactions efficiently during the busiest times of the day
Results and Impact
Since implementing LiveAgent, Slido has achieved significant improvements in their customer support operations:
- Response time reduced to approximately 30 minutes: LiveAgent enables the team to reach out faster and secure smooth, successful events for their clients
- 24/7 availability: The platform allows Slido to provide continuous support across multiple time zones
- Unified management: All communications—phone calls, chats, and emails—are managed from one centralized location, reducing complexity and improving efficiency
LiveAgent allows us to reach out faster and secure a smooth and successful event for our client. That's also why our response time is now close to 30 minutes.
Why LiveAgent Works for Slido
The platform’s flexibility and comprehensive feature set made it the ideal choice for Slido’s dynamic support needs. By consolidating all customer interactions into a single system, Slido’s team can focus on what matters most: delivering exceptional customer experiences during critical event moments.
The ability to manage everything from one place—whether it’s a phone call, chat, or email—has transformed how Slido supports its customers, especially during the busiest times of the day.
