About aCommerce
aCommerce is Southeast Asia's largest end-to-end omnichannel enabler and software provider, operating in 5 countries with 8 fulfillment centers, 1,000+ eCommerce experts, and 20+ live-streaming studios.
ACommerce’s journey with LiveAgent began when they recognized that inefficiency in supporting customers was impacting their service delivery. As a leading e-commerce enabler dedicated to helping brands succeed in the digital marketplace, they needed a solution that could match their commitment to excellence.
From Zendesk to a better solution
Before LiveAgent, aCommerce relied on Zendesk for their customer support operations. However, the platform presented significant limitations that hindered their ability to deliver exceptional service. Without the ability to display additional data within the app without incurring extra costs, the team struggled to effectively track issues and requests, making it difficult to maintain consistent service quality. This challenge had real consequences—customer requests were being missed entirely, putting their reputation for reliable support at risk.
They identified the need for a standardized process that could organize all customer inquiries in one place while providing real-time monitoring capabilities, ensuring clients received the responsive support experience that defines the aCommerce brand.
Since adopting LiveAgent, aCommerce has transformed their support operations with centralized data management, improved request tracking, and comprehensive inquiry history storage. Let’s explore their journey with LiveAgent:
From fragmented to unified support
aCommerce serves diverse clients across the e-commerce landscape, helping brands navigate the complexities of online retail and customer fulfillment. Managing customer support across multiple channels created significant challenges in tracking and resolving issues efficiently.
Pornyada, Associate Manager - Customer Service, explains that their previous Zendesk setup made it difficult to deliver the organized, responsive support their customers deserved.
“We were facing inefficiency in supporting customers due to difficulty tracking issues and requests,” Pornyada states. “Displaying additional data within the app would involve extra costs, which led to missing requests. We needed to standardize our process and organize requests to better support our customers.”
Why LiveAgent: Real-time visibility was the game-changer
The decision to switch to LiveAgent came down to one critical need: real-time monitoring capabilities. “The system provides a real-time dashboard for monitoring,” Pornyada explains. This visibility was essential for preventing missed requests and maintaining the high service standards aCommerce’s clients expect.
LiveAgent offered the centralization and organizational capabilities they were seeking, providing tools to bring all customer communications together in one intelligent platform with the transparency they needed.
A system built for efficiency
aCommerce turned to LiveAgent with clear objectives: centralize all requests and data, improve search and tracking capabilities, and maintain a comprehensive history of all inquiries for continuous improvement.
The implementation focused on three core LiveAgent features:
Ticketing system to organize and prioritize all customer requests in a structured workflow
Live chat feature enabling real-time customer interactions with defined SLAs for each type of work
Social media integrations bringing all communication channels into one unified platform
What Pornyada appreciates most about these features is the seamless integration between live chat and ticketing.
The system creates tickets immediately from live chats, so we can interact with customers in real-time without any manual setup. This automation eliminates the friction that previously slowed down response times and ensures every customer interaction is captured and tracked from the very first moment.
Swift implementation with DevOps expertise
The transition to LiveAgent was executed efficiently by aCommerce’s DevOps team, who set up the platform for approximately 100 users. The technical implementation took approximately one week, excluding user training time. This rapid deployment meant the team could quickly begin experiencing the benefits of their new centralized support system.
Key achievements
After aCommerce went live with LiveAgent, they experienced significant improvements in their support operations. Here are the key takeaways from their success:
Centralized data management All customer requests and data now flow through a single system, eliminating the fragmentation that previously slowed their operations and the costly limitations they faced with previous software.
Enhanced tracking and search Teams can quickly locate and follow up on any customer request, ensuring nothing falls through the cracks and issues are resolved efficiently
Complete inquiry history Every customer interaction is stored and accessible, providing valuable insights for training, process improvement, and maintaining service consistency.
Real-time monitoring dashboard The platform provides the real-time visibility that was missing from their previous solution, enabling proactive support management and immediate response to emerging issues.
Faster response times Live chat capabilities combined with organized ticketing workflows and automatic ticket creation enable the team to respond to customers more quickly and effectively.
Standardized processes Clear workflows and defined SLAs for different types of work ensure consistent service quality across all customer interactions.
“It is easier to manage tickets and quickly respond to customers through live chat with SLA defined for each kind of work.” — Pornyada, Associate Manager - Customer Service, aCommerce
Looking ahead: AI-powered innovation
As customer expectations continue to evolve, aCommerce is planning their next phase of support enhancement. Their roadmap includes implementing AI-powered tools like chatbots to provide even faster assistance to customers.
LiveAgent will continue to power aCommerce’s support operations as they enhance their capabilities with AI automation, ensuring the organized, efficient, and personalized service that defines their brand. As aCommerce grows, LiveAgent remains a cornerstone in their mission to deliver reliable customer support that clients can count on.
