ZlavaDna

ZlavaDna is a deal-of-the-day website that features discounted gift certificates usable at local companies.

There’s no better feeling than getting a great bargain on new outfits, holidays or gifts. ZlavaDna is the number one among deals and coupons sites in Slovakia and Czech Republic and one of the fastest growing companies in Central Europe.

ZlavaDna’s customer approach

ZlavaDna is known for its innovative approach in addressing new customers. They quickly realised that customer service can be an inexpensive way of marketing. In March 2014, ZlavaDna has started using LiveAgent to provide better and faster customer support. Currently, they employ 8 support agents who solve about 9000 queries a month by live chat and email.

Firstly they were using Gmail for email communication. Many employees found themselves drowning in all these messages, thus they were forced to find a way how to manage and answer customer emails more effectively. As the number of emails and simultaneously also the number of their agents was increasing, they needed to simplify their work and avoid duplication of solving clients’ queries. That’s when they said STOP to Gmail and started to look around for a better solution.

“We tried Zendesk, Freshdesk and Kayako, but they couldn’t compete with LiveAgent’s feature set and a very attractive price.”

Hi, it’s Juraj from ZlavaDna. There are about 100 employees in our company, 5 of which is the customer service team. ZlavaDna is a deal-of-the-day website that features discounted coupons usable at local companies.There’s no better feeling than getting a great bargain on a nice vacation, gift or a romantic dinner. ZlavaDna is among the best and fastest growing deals and coupons web sites in Central Europe. With the increasing number of customers, comes a higher demand for better customer support.

LiveAgent helps us scale our customer service efforts and adapts to our growth easily. It is our day by day equipment and I couldn’t imagine working without it. LiveAgent helps us deliver responses faster and stay closer to our customers. To get a rough idea, since 2010 we’ve had about 1.5 mil customers using our services. We deal with over 5.000 emails, 2.000 chats and over 1.500 calls every month with our Customer Service Team.

With LiveAgent, we can easily track history of all previous communication with each customer. That gives our support team important insights about other queries that the customer faced before, and also helps us avoid asking duplicate questions. Therefore, the whole communication is faster and customer experience more streamlined. Whenever we need help setting something up in our license, the support guys from LiveAgent are always there to help.

I’ve had nothing but the perfect customer experience so far. 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.

Prior to starting using 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 9000 answered emails a month they’re also able to help 1000+ customers via live chat in real time.

“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 the ZlavaDna’s customer service department that all customers’ queries (tickets) are now answered within 24 hours. “This could definitely not be possible without LiveAgent.”

“We achieved a two-digit increase in customer satisfaction.”

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.”

ZlavaDna’s goal is to solve tickets even faster and increase the efficiency of their customer service representatives.