How IdoSell achieved 100% customer satisfaction and scaled global support with LiveAgent

• 100% customer satisfaction rate achieved
• 24h response time standard established for all customer inquiries
• 1,500+ support requests efficiently resolved each month

To learn more about how one of Poland’s top SaaS e-commerce providers transformed its customer service operations, we spoke with Paweł Fornalski, Founder & CEO of IAI S.A., the company behind IdoSell. In our conversation, Paweł shared how his team scaled global customer support, improved efficiency, and achieved a perfect satisfaction score after implementing LiveAgent.

About IdoSell

“Our company dynamically develops online sale services, offered via SaaS (Software as a Service). The joint stock company IAI S.A. creates a professional system for online shops or wholesale stores management. On foreign markets the service provided by IAI S.A. is known as IdoSell Shop.”

Founded in 2000 and listed on the NewConnect stock exchange since December 16, 2009, IAI S.A. has grown into a leader in the Polish e-commerce market. Through its flagship product, IdoSell, the company delivers a robust SaaS platform for online retailers, wholesalers, hotels, and hospitality businesses—empowering them to sell smarter and scale faster.

The challenge

By 2016, IdoSell’s customer base had expanded rapidly, reaching over 4,000 clients across 10 countries. With such fast-paced growth came a surge in support requests—more than 1,500 queries every month. Their 14-member support team was skilled and dedicated, but the limitations of shared Outlook inboxes began to show.

Managing multiple communication channels—emails, phone calls, and social media messages—became increasingly complex. The team needed a centralized system to streamline communication, improve response times, and maintain their gold standard of customer satisfaction.

The solution: LiveAgent

In the first half of 2016, IdoSell implemented LiveAgent to transform the way they managed customer interactions. The switch immediately made a difference.

“We can reply to customers’ sales inquiries much faster. We are also able to easily integrate Facebook messages, which were not very well processed until LiveAgent came in. Usually we would’ve replied to those with a canned message, asking the customer to contact us via mail or go directly to our Customer portal to create tickets in our internal system. Now, Facebook messages are processed the same way emails are. Plus we were also able to add live chat to our website, which was really the missing piece to the puzzle,” said Paweł Fornalski, Founder & CEO of IAI S.A.

With LiveAgent’s unified inbox and seamless integrations, IdoSell’s team could now handle over 250 phone calls and 180 live chats every month—all in one place.

Results that speak for themselves

IdoSell’s commitment to excellence paid off. Their customer satisfaction metrics reached a perfect 100%, reflecting both the team’s dedication and the power of their new support platform.

“We have 24h response time standards. Everyone can keep track of case processing time, set priorities, and remove cases no longer valid,” said Paweł Fornalski.

The benefits didn’t stop at customer service. Improved internal communication and faster response times also boosted sales efficiency.

“LiveAgent has greatly improved our sales department responsiveness. We can get more clients without losing oversight, so we can grow even faster. LiveAgent is a real godsend when we build customer websites, and need to quickly find pricing information or order details.”

• 4,000+ active customers IdoSell supports more than four thousand businesses, helping online retailers and wholesalers succeed across multiple markets.
• 10+ countries served The company delivers its SaaS e-commerce solutions internationally, with customers across more than ten countries.
• 1,500+ support requests per month Their 14-member support team efficiently resolves over 1,500 inquiries monthly, ensuring smooth customer experiences.
• 250+ phone calls monthly The support center handles more than 250 customer calls each month, offering personalized, real-time assistance.
• 180+ live chat sessions per month Live chat became an essential communication channel, generating over 180 real-time conversations monthly.
• 100% customer satisfaction rate Thanks to LiveAgent, IdoSell achieved a perfect 100% satisfaction score by maintaining consistent, high-quality support.
• 24h response time standard Every inquiry is answered within 24 hours, ensuring reliable and timely customer service.
• 14 support agents A team of 14 skilled professionals manages global support operations with remarkable efficiency.

Favorite features

When asked about their favorite tools within LiveAgent, IdoSell’s team didn’t hesitate:

“We love to use ‘ticket transfer’ and ‘internal comments’! These functions were among the main reasons we switched to LiveAgent. Before, we had issues with assigning and coordinating different business queries case by case, using multiple mail folders in Outlook. However, managers could easily get lost, and lose focus on the ‘big picture’. Another very useful function is ‘postponing tickets’.”

Thanks to these features, managers gained full visibility, and agents could easily follow up with customers without missing a beat.

“We also love the Facebook message integration and chat,” added Paweł Fornalski.

Empowered team, happier customers

The IdoSell support team not only delivers faster responses—they enjoy their work more than ever. LiveAgent’s intuitive interface and responsive design make handling each ticket a pleasure.

Some agents even mentioned they look forward to the next inquiry because the experience feels so smooth and satisfying.

A partnership that scales

When a company builds a product as solid and scalable as IdoSell, it deserves an equally powerful support solution. LiveAgent helped IdoSell maintain efficiency, transparency, and customer satisfaction while continuing to grow across multiple markets.

As IAI S.A. continues to innovate with new services like IdoSell Booking, expanding into Poland, Germany, and soon the UK, their story with LiveAgent stands as a testament to how great tools—and even greater teams—can create amazing results at scale.