CASE STUDY
A CRM for Ecommeerce
ZlavaDna: Elevating Customer Support with LiveAgent
A Market Leader in Deals and Discounts
ZlavaDna has become the go-to destination for bargain hunters in Slovakia and the Czech Republic, offering daily deals and discounted gift certificates for a wide range of products and services. From dream vacations to fashion finds and unforgettable dining experiences, ZlavaDna has established itself as a trusted platform for consumers seeking great value. As one of the fastest-growing companies in Central Europe, the platform has seen rapid expansion in both its user base and service offerings.
With growth comes the need for superior customer service. Handling thousands of customer interactions each month, ZlavaDna needed a solution to maintain high customer satisfaction while scaling efficiently. That’s where LiveAgent came in, transforming the company’s customer service operations and enabling seamless, real-time communication with its growing customer base.
Scaling Customer Service to Match Growth
ZlavaDna’s journey to enhanced customer service began with a challenge familiar to many fast-growing businesses: handling a rising volume of customer inquiries without compromising quality. With a team of just five customer service agents initially, responding to thousands of emails, chats, and calls each month was an overwhelming task.
Juraj, a key member of ZlavaDna, recalls, “LiveAgent has become an essential part of our daily operations. It allows us to respond faster, stay organized, and remain connected with our customers. I couldn’t imagine working without it.”
Since launching in 2010, ZlavaDna has served over 1.5 million customers, with the number of interactions growing in parallel. The company now manages approximately:
- 5,000 emails
- 2,000 live chats
- 1,500 phone calls per month
Without a robust support system, managing this volume would be nearly impossible. LiveAgent provided ZlavaDna with the necessary tools to centralize and streamline communication, resulting in more efficient service and increased customer satisfaction.
“We tried Zendesk, Freshdesk and Kayako, but they couldn’t compete with LiveAgent’s feature set and a very attractive price.”
A Smarter Approach to Customer Interactions
Before integrating LiveAgent, ZlavaDna relied on Gmail for handling customer emails. However, as the volume of queries surged, managing inboxes became increasingly difficult. Duplicate responses, lost emails, and slow response times led to inefficiencies that negatively impacted both customers and the support team.
Recognizing the need for change, ZlavaDna turned to LiveAgent in March 2014. The platform’s ticketing system immediately improved efficiency, ensuring that every query was tracked, prioritized, and resolved systematically.
LiveAgent’s key benefits for ZlavaDna included:
- Complete Interaction History: Every customer interaction—whether via email, live chat, or phone—was logged in a centralized system. This eliminated the need for customers to repeat themselves and allowed agents to provide more personalized support.
- Increased Transparency: The system provided a clear overview of pending and resolved tickets, allowing managers to evaluate team performance and identify areas for improvement.
- Reduced Response Time: Automated workflows and efficient ticket allocation enabled the team to respond to all inquiries within 24 hours—a major improvement from their previous system.
Juraj notes, “LiveAgent helps us track past interactions with customers, ensuring we don’t ask the same questions repeatedly. This makes the entire communication process smoother and enhances the customer experience.”
The Power of Live Chat in Customer Engagement
Before implementing LiveAgent, ZlavaDna had never used live chat as part of its customer support strategy. However, once the live chat feature was added to their website, the company saw an immediate surge in customer interactions.
In addition to handling 9,000 emails per month, the team was able to assist over 1,000 customers in real-time through live chat. This proactive support system improved customer engagement, allowing issues to be resolved instantly and reducing the need for follow-up emails or phone calls.
Live chat also played a significant role in increasing customer trust and satisfaction. When shoppers had questions about deals, redemption processes, or refund policies, they could receive immediate responses rather than waiting for an email reply. This not only boosted conversions but also reinforced ZlavaDna’s reputation for excellent customer service.
“Being able to solve customer queries in real-time with live chat helped us decrease ticket load by 25%.”
Customer Support as a Competitive Advantage
ZlavaDna quickly realized that great customer service isn’t just a necessity—it’s a competitive advantage. Many companies focus heavily on marketing and product offerings but overlook the impact of outstanding support. By prioritizing customer interactions, ZlavaDna turned its support team into a powerful marketing tool.
Satisfied customers are more likely to return, recommend the platform to friends, and leave positive reviews. This organic word-of-mouth marketing proved to be invaluable, helping ZlavaDna attract new users while retaining its existing customer base.
LiveAgent’s comprehensive analytics and reporting tools also helped the company continuously improve. By monitoring response times, tracking ticket resolutions, and gathering customer feedback, ZlavaDna was able to refine its support strategy and ensure consistent service quality.
Seamless Support for a Growing Team
As ZlavaDna expanded, so did its customer support team. Initially operating with just five agents, the company now employs eight dedicated support professionals who handle thousands of inquiries each month. The transition to a larger team was made smoother by LiveAgent’s intuitive interface and collaborative features.
Each team member could easily access shared knowledge, view previous interactions, and assign tickets efficiently. The system eliminated redundancy, preventing multiple agents from responding to the same inquiry and ensuring that every customer received a well-informed response.
From a management perspective, the increased transparency allowed supervisors to evaluate team performance more effectively. Insights from LiveAgent’s reporting dashboard helped identify high-performing agents, address bottlenecks, and optimize workflows.
A Future Focused on Speed and Efficiency
ZlavaDna’s goal is to further reduce response times and continuously enhance the efficiency of its customer service operations. With LiveAgent, the company is well-positioned to achieve this goal, ensuring that every customer inquiry is handled swiftly and professionally.
The partnership between ZlavaDna and LiveAgent showcases the impact of a robust support platform in an e-commerce environment. By investing in a powerful helpdesk solution, ZlavaDna has successfully scaled its operations while maintaining exceptional customer service standards.
Why LiveAgent is the Perfect Fit for E-commerce
For e-commerce businesses like ZlavaDna, exceptional customer service isn’t optional—it’s essential. LiveAgent’s all-in-one support solution provides everything a growing online business needs: email ticketing, live chat, call support, and seamless tracking of customer interactions. By improving response times, enhancing team efficiency, and ensuring a consistent customer experience, LiveAgent enables e-commerce brands to build stronger relationships with their customers and drive long-term success.