Case Study: WebSupport increases support effectiveness 47% with LiveAgent
Key results
The challenge
WebSupport is Slovakia's largest hosting provider and domain registrar, serving 70,854 customers across Slovakia, Austria, the Czech Republic, and Hungary. Running two separate tools (OTRS and Livechatoo) fragmented customer communication between email and chat, making it difficult to track and resolve queries effectively.
The solution
WebSupport consolidated support onto LiveAgent, unifying email and chat and using automated ticket distribution and KPI reporting to route work more efficiently across the team.
“LiveAgent's ticket distribution has dramatically increased performance of our support reps.”
MBMartin BacaChief Customer Officer, WebSupport
The results, in context
LiveAgent reports WebSupport increased support effectiveness 47% after consolidating channels, with the team handling roughly 5,000 chats, 2,000 calls, and 6,000 emails per month. Figures are quoted from LiveAgent's published success story and dated to retrieval.