Last modified on July 16, 2020 at 1:02 pm.
(Bratislava, Slovakia) May 22, 2020 — The Faculty of Natural Sciences at the University of Pavla Jozefa Šafárika in Košice has joined forces with Quality Unit and is now utilizing LiveAgent, a help desk software, to improve its communications and efficiency.
The University of Pavla Jozefa Šafárika (UPJS) in Košice, currently the second oldest university in Slovakia, has undergone many modernization efforts since it was established in 1657. These efforts tied in with the current digital era have shown that the utilization of a help desk software could bring fruitful results for the university.
LiveAgent was created by Andrej Harsani and Viktor Zeman, the founders of Quality Unit, s. r. o, a software development company based in Bratislava. The software was created from the internal impulse of the founders to provide excellent customer support for their existing customers. Since then, LiveAgent has been helping world-class companies with their customer support efforts. Today, LiveAgent is proud to provide its services to UPJS. Initially, the university used open source solutions that required high levels of customization across different faculties. However, the university did not have enough time and resources to keep up with the expansion, implementation, and maintenance of this system. Gradually, the university staff came to the conclusion that it needs to find a replacement in the form of a different, more reliable, and cost-efficient system.
UPJS opted to test out LiveAgent first, as an older version of it was already being used in student housing. After contacting LiveAgent, a support rep showcased the university staff the general functionality of LiveAgent. In the meantime, the university staff wrote down the implementation requirements, and in the next demo session, the implementation use cases were showcased to the staff.
The main reason that UPJS chose LiveAgent as its help desk software provider was because of LiveAgent’s expertise and price point. Even though the university acknowledges that other free solutions exist, they state that “the service [that comes with the software] is second to none.” In addition to that, UPJS acknowledges LiveAgent’s vast functionality. Advanced features such as the universal inbox, hybrid ticket stream, responsibilities, and third-party integrations “have all made LiveAgent an invaluable resource for the University”, says Jozef Jantosovic from UPJS. By streamlining all communication channels, utilizing automation rules to assign responsibility for each ticket, and having all queries available in one place, the staff’s productivity levels and customer satisfaction scores have skyrocketed.
Currently, LiveAgent is utilized by the Faculty of Natural Sciences at UPJS, as a part of the pilot project. In the near future, the university plans to implement LiveAgent into all of its departments and faculties.
LiveAgent is proud to support UPJS and have it as one of the key partners in the educational system in Slovakia. It also commits to provide impeccable service to the university for many years to come. To learn more about LiveAgent, visit www.liveagent.com.
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