Industry
E-commerce & DealsCompany
ZlavaDna is a deal-of-the-day website that features discounted gift certificates usable at local companies. It is the number one among deals and coupons sites in Slovakia and Czech Republic and one of the fastest growing companies in Central Europe.
Location
Slovakia and Czech Republic
Key Features
- 25% increase in customer satisfaction
- 25% decrease in ticket load with live chat
- 9,000+ queries handled monthly
ZlavaDna’s Customer Approach
ZlavaDna is known for its innovative approach in addressing new customers. They quickly realized that customer service can be an inexpensive way of marketing. In March 2014, ZlavaDna started using LiveAgent to provide better and faster customer support.
Currently, they employ 8 support agents who solve about 9,000 queries a month by live chat and email. With approximately 1.5 million customers using their services since 2010, ZlavaDna deals with over 5,000 emails, 2,000 chats, and over 1,500 calls every month with their Customer Service Team.
The Challenge
Firstly, ZlavaDna was using Gmail for email communication. Many employees found themselves drowning in all these messages, thus they were forced to find a way to manage and answer customer emails more effectively. As the number of emails and simultaneously the number of their agents was increasing, they needed to simplify their work and avoid duplication of solving clients’ queries.
‘We tried Zendesk, Freshdesk and Kayako, but they couldn’t compete with LiveAgent’s feature set and a very attractive price.’
How LiveAgent Transformed Support Operations
Prior to starting to use LiveAgent, ZlavaDna did not use any live chat application. After implementing a live chat button on their website, the increase of customers’ questions was significant. In addition to 9,000 answered emails a month, they’re also able to help 1,000+ customers via live chat in real time.
Key Implementation Benefits
With LiveAgent, ZlavaDna can easily track the history of all previous communication with each customer. That gives their support team important insights about other queries that the customer faced before, and also helps them avoid asking duplicate questions. Therefore, the whole communication is faster and customer experience more streamlined.
Whenever they need help setting something up in their license, the support team from LiveAgent is always there to help.
'Being able to solve customer queries in real-time with live chat helped us decrease ticket load by 25%."
Improvements and Customer Satisfaction
LiveAgent simplified the work of ZlavaDna’s customer service department so that all customers’ queries (tickets) are now answered within 24 hours.
'This could definitely not be possible without LiveAgent."
The results have been remarkable:
- 24-hour response time - All customer queries are now answered within 24 hours
- 25% decrease in ticket load - Live chat implementation significantly reduced support burden
- Two-digit increase in customer satisfaction - Overall customer satisfaction metrics improved substantially
- Streamlined communication - Access to complete customer history prevents duplicate questions and speeds up resolution
From the Support Agent’s Perspective
'So far, everybody has been satisfied with LiveAgent. It enables us to evaluate the work flow in a more transparent way and increases the overall efficiency of our customer service."
According to Peter Blazecka, PR & Marketing manager at ZlavaDna: “Customer satisfaction of both partners and end-customers is our main priority here in ZlavaDna. LiveAgent is a great tool that helps us to reach both of these goals.”
The platform enables the team to:
- Evaluate workflows in a transparent manner
- Increase overall efficiency of customer service operations
- Track and manage customer interactions across multiple channels
- Scale support efforts as the company grows
Future Goals
ZlavaDna’s goal is to solve tickets even faster and increase the efficiency of their customer service representatives. LiveAgent continues to play a crucial role in their help desk operations as their customer base grows, empowering well-structured call management, optimized response times, and memorable customer experiences.
Peter Blazecka – PR & Marketing manager @ ZlavaDna
