Financna Sprava Use Case

In August 2013, The Financial Directorate of The Slovak Republic have started using LiveAgent to provide live and offline help to more than 2 million tax-payers. Currently, they employ 60 full time support representatives who handle thousands of queries a month.

A government organization of this size is a perfect example, that LiveAgent is built for all kinds of businesses commercial, non-commercial or government. The size also does not play any role - whether you're a one-man business or a multinational corporation - LiveAgent will scale to your needs.

While email ticketing and live chat are the most frequently used features by FSSR, they also have their Facebook page connected to be able to answer to facebook page posts, comments and messages within LiveAgent. That brings the necessary convenience and helps their support agents to avoid distraction.

Switching to LiveAgent has been a major step forward.

"Switching to LiveAgent has brough a simpler, faster and more transparent communication. One of the key features is analytics and reporting, which helps us with following our goals. The communication with our clients is now more personal, because with LiveAgent, customers can follow up on our answers in the same thread, which makes it super convenient - they don't have to describe their situation over and over again, since we already know him."

The clients have quickly adapted to the new functionality and ability to solve their issues and get answers in real time. The client queries have increased due to better accessibility. With LiveAgent support portal, they can communicate like with a regular mail client.

We've been able to double the amount of client queries, while simultaneously decrease the worktime.