Success Story: L&L Europe

hi my name is Susan and I am the
customer service manager at L&L Europe
Illinois Europe is company that builds
and operates online casinos we currently
have 30 brands worldwide and we strongly
believe that by localizing every single
casino it's a great way to distinguish
ourselves in the gaming industry we also
believe that if we want to offer a great
product and a great casino we have to
offer really great customer support so
naturally when we first started out and
we went to look for a help desk that can
help us to achieve this goal and we
quickly stumbled upon life agents which
has been the perfect tool for us ever
since because it really helps us to
collect all of the customer information
and queries in one single system and we
currently offer the opportunity to our
customers to contact us by a life agent
I have three different channels which
are the contact form the email system
and also the licenses for our a multi
brand company we've set up a different
department in my agent for every single
brand that we have and this allows us to
keep almost a brand separate but at the
same time it still provides us where
there really needs overview of any
unresolved tickets that may need some
attention the departments also allow us
to allocate certain agents to certain
departments since some agents have other
language skills and others which may be
matching with different brands to
optimize our response time
several different functionalities the
first one for example is the real-time
typing of you because our agents are
able to see what customers are going to
be asking whilst they're typing it they
can already set up their response in
advance another functionality that
really helps with this is for example
the predefined answers and the can
messages frequently asked questions can
be asked within a matter of seconds with
these functionalities we use several
reporting options in life agent whenever
our agents are working on tickets they
will use the tag system to type which
kind of query this customer is
contacting us about by creating the tag
reports we can easily follow what
customers are contacting us about most
and also immediately notice that there's
been a spike in any particular area we
also use the agent performance report
and the ranking overview to see which of
our agents are performing the best and
also if there's any extra training
necessary for specific in the last two
years we've noticed an eight hundred
percent increase in the amount of chats
that our agents handle month the
flexibility of life agent has really
helped us throughout this growth because
we are able to adjust any
functionalities whenever necessary and
this will allow us to be able to
continue using that agent as we grow
even more