How CS Apparel Group launches new support lines in minutes with LiveAgent

• +75% improvement in average email response time (from 24h to 6h)
• +17% improvement in SLA levels for calls (from 80% to 97%)

CS Apparel Group a.s. is one of the largest companies in the Czech Republic and Slovakia, specializing in the sale of sports and fashion clothing, shoes, and accessories. With many years of experience, over 600 employees, 120 stores, and 6 online shops, they have successfully built strong brands that are loved across the Czech Republic and Slovakia. With this success came an enormous and ever-growing client base. 

Before implementing LiveAgent, however, the team struggled to manage multiple communication channels simultaneously: agents had to juggle between tracking emails, answering phone calls on separate devices, and monitoring social media. This often resulted in lost customer queries and agent overload.

In search of a unified support

Marketa Nemeckova, customer care manager at CS Apparel Group, says that their team was looking for a solution that would help them manage their customer care efficiently within a single platform. 

“We mainly wanted to have everything in one place, within a single queue, with visibility into the workload across departments and the ability to monitor each agent’s workload — a platform that makes it very easy to redistribute tasks and balance workloads efficiently.”

From a setup to long-term success

CS Apparel Group benefits from a full suite of features offered by LiveAgent, including a ticketing system, live chat, social media integrations, call center capabilities, automation rules and workflows, reporting and analytics, third-party integrations, an AI chatbot and AI answer assistant, and flexible customization options. Among these, the team particularly values the IVR setup options, well-designed and customizable reporting tools, and chat features with easy integration and styling. 

Additionally, the ability to create automations and templates has significantly optimized their workflows, allowing the support team to operate more efficiently and independently.

“Our customer care team often forgot something, which is now a thing of the past. Everything is now perfectly organized in a single queue, and no ticket gets overlooked.”

Greater autonomy with LiveAgent

Just after 1 week of technical implementation, the CS Apparel Group team could already benefit from launching a new customer support line with LiveAgent.  

“Whenever we launch a new country or brand, which happens often, I can easily connect a new email inbox in just a few clicks, create a new department, email templates, and everything else needed.’’

Setting up new support lines for CS Apparel Group, from phone numbers to IVR, is now completely independent and requires no assistance from LiveAgent.

Refined SLA levels & omnichannel support

Just a few weeks into using LiveAgent, the team began seeing significant wins:

• All contact resources are now managed from a single screen Eliminating the need to switch between multiple platforms streamlined support operations and improved overall efficiency.
• +17% increase in SLA levels for calls (from 80% to 97%) This improvement greatly enhanced service reliability, ensuring faster and more consistent support for customers.
• +75% improvement in average email response time (from 24h to 6h) This 75% faster response rate significantly boosted customer satisfaction by providing quicker and more reliable communication.

“Not only do we save time, but also money on integrations and other tasks, because I can handle them on my own, and it all works.”

Opportunities ahead with LiveAgent

With an eye on the future, CS Apparel Group anticipates exciting growth and opportunities for LiveAgent. The team is exploring adding new support channels, such as WhatsApp and a Call Center, as well as implementing an AI-powered chatbot. They also plan to test the advanced reporting and analytics tools of LiveAgent. To enhance the way their help desk interacts with customers, CS Apparel Group is considering a self-service solution, including a knowledge base.