How Aquasprouts achieves 96.5% customer satisfaction rate with LiveAgent

• 96.5% customer satisfaction rate
• 500+ complex inquiries handled per month
• 100+ live chat sessions per month

At AquaSprouts, innovation grows naturally. The company was founded with a clear mission — to make aquaponics accessible, engaging, and sustainable for everyone. They believe that this closed-loop system, where fish and plants grow together, can become a cornerstone of future food systems by reducing waste and empowering communities to produce clean, healthy food locally.

Since joining LiveAgent in November 2015, AquaSprouts has built an impressive global support operation. Their five full-time agents assist customers in more than ten countries, maintaining a remarkable 96.5% customer satisfaction rate while handling over 500 complex inquiries every month.

Though AquaSprouts relies primarily on email, their team also embraces the benefits of real-time communication through live chat, managing more than 100 chat sessions monthly. 

In this interview, we talk with Jack Ikard – the Head of customer service at AquaSprouts about their journey, an approach to customer care, and how LiveAgent helped them keep their support as innovative and sustainable as their aquaponics systems.

Why did you start using LiveAgent?

Because our free startup year plan with Zendesk was ending, and we were determined to find software that allowed us to get the most bang for our buck. LiveAgent checked all the boxes.

What has changed after the deployment of LiveAgent?

Everything is all in one place! Before we either had to use multiple apps, or pay more for integrations. LiveAgent allows us to give the best customer service possible, without breaking the bank or making us sacrifice essential tools.

How did LiveAgent impact your team’s workflow?

We’re also more inclined to give sales agents and other staff members Live Agent accounts because adding new users is very affordable. The team is also using internal tickets to better work with remote members.

• 10+ countries reached globally AquaSprouts supports customers across more than ten countries, providing reliable assistance worldwide.
• 96.5% customer satisfaction rate Maintaining a remarkable satisfaction rate, the team ensures customers receive excellent support consistently.
• 500+ complex inquiries per month The support team handles over 500 challenging inquiries each month, showcasing their expertise and efficiency.
• 100+ live chat sessions per month In addition to email, the team manages more than 100 live chat sessions monthly, offering real-time assistance to customers.

What about the learning curve? How hard was it to get used to LiveAgent?

Easy! There was no learning curve, everything was placed very logically.

What features of LiveAgent do you enjoy the most?

There is a lot to like in LiveAgent, but just to name a few most used ones, here you go:

• Unlimited email handling/masking
  
• Fully custom CSS knowledge base
  
• Live chat + custom chat boxes/buttons
  
• Video/voice chat straight from the site
  
• User forums – Social media handling
  
• Their support team is outstanding
  

How does LiveAgent help you stay connected with customers?

We can easily stay on top of every communication channel right from one screen. We’re everywhere our customers are!

Would you recommend LiveAgent to others?

We could not think of a better support software that has SO MANY features included in one straight forward price.

Any final thoughts or advice for others choosing help desk software?

Pragmatic and budget-savvy ended up as the right one. To wrap this up, let us just add one point to think about. Despite all the marketing power of love brands in the customer support area, going for an alternative might be the best thing you can do.

It doesn’t mean you have to settle for an inferior product. It’s actually the other way around – the best pick for you very well might be the hidden treasure you find when you click on the 3rd link in a Google Search queue, not the first one.

Small innovations, big differences

We take great pride in partnering with companies that drive sustainability forward. Supporting organizations dedicated to helping our planet—and ultimately, all of us—is a cause we at LiveAgent believe in wholeheartedly.

AquaSprouts is a perfect example of how small innovations can make a big difference. By turning something as simple as caring for an aquarium into a lesson in sustainability, they’re inspiring homes, offices, and classrooms around the world to see aquaponics in a new light.

As the AquaSprouts team puts it:

“We built our success on providing the whole experience. It is our best effort to keep customers satisfied. This cannot be done without a brilliant helpdesk solution—our beloved LiveAgent.”