Finding the right tools and delivering excellent customer experience is especially hard in the world of finance. Nevertheless, companies like Areto Systems like big challenges. Last year they have chosen to use LiveAgent as their main support tool with only one goal in mind – to get as close to perfect service as possible. Spoiler alert: They have succeeded.
Areto Systems provides online credit card processing service to online businesses in over 140 different countries. With a robust online payment gateway, Areto Systems can provide online payment services for low risk merchant accounts and high risk merchant accounts.
We have found ourselves in situation that was both pleasing and challenging at the same time. Our company was growing fast and we needed to hire more personal, since more & more requests and sales kept coming through. We were trying to deal with that using email, but that was frankly impossible. LiveAgent came as a savior to us (laugh), said Justin Farrugia.
Areto Systems is able to handle all their support needs with staff of only 3 agents. Let us point out one more time, that company is operating in very sensitive area of financial business. Areto’s support specialists are able to resolve more than 300 complex tickets per month while serving customers from more than 140 countries. Trust, loyalty and satisfaction are three times as important when it comes to money. Areto Systems shines in these arguably most important areas with customer satisfaction level north of 99%.
LiveAgent gives us more control and an overall increase in keeping everything organized. Efficient channeling of tickets and therefore more efficient resource management are important factors as well. Reporting capabilities, department feature and easy automation are a godsend to us.
Ladies and gentlemen over at Areto love when they can leave a clean plate after every single working day.
We answer to all inquiries within a few hours and we leave no unanswered sale ticket at the end of the day, Justin Farrugia added.
To wrap everything up, we asked Areto about their goals regarding customer support.
We want to be as efficient as possible when it comes to responsiveness, since we are aware that being responsive and efficient makes a client feel at ease. LiveAgent helps us to achieve the desired level of efficiency to deliver a fast service to numerous clients with a small team.
We wish you all the luck in the world. Go Areto!
Managing Director @ Areto Systems