Case Study: CS Apparel Group cuts email response time 75% with LiveAgent
Key results
The challenge
CS Apparel Group is one of the largest sports and fashion retailers in the Czech Republic and Slovakia, operating 120 stores and multiple online shops for brands including ZOOT, Under Armour, GAP, and Celio. Its support agents managed emails, phone calls, and social media monitoring across separate systems and devices. The fragmentation led to lost queries and agent overload, with limited visibility into workload across departments.
The solution
The company moved customer communication into LiveAgent, unifying email inboxes, live chat, call center, and social channels within a single ticket queue. Managers gained visibility into each agent's workload across departments, and new brands or countries could be onboarded by connecting an inbox and creating a department and templates in a few clicks.
“We mainly wanted to have everything in one place, within a single queue, with visibility into the workload across departments and the ability to monitor each agent's workload.”
MNMarketa NemeckovaCustomer Care Manager, CS Apparel Group
The results, in context
After consolidating channels in LiveAgent, CS Apparel Group reports average email response time improved 75%, dropping from 24 hours to 6 hours. SLA levels for calls rose 17%, moving from 80% to 97%. Figures are quoted from LiveAgent's published success story and dated to retrieval.