“The effectiveness of the 11 members of the customer service team can be easily measured and optimized with the help of reporting. Before Daktela, the company used separate softwares for everything, but now Daktela can replace all of them.”
Leziter, a leading Hungarian online retailer and wholesaler in home furnishings, turned to Daktela to unify and streamline its growing internal and external communication needs. With over 75,000 customers annually, 18,000 products, and more than 500 daily deliveries, the company faced mounting pressure to improve efficiency across departments like logistics, finance, IT, and customer support.
By replacing fragmented tools with a single Daktela platform, Leziter was able to handle customer and supplier communication, as well as cross-department internal collaboration, from one system. Key Daktela modules such as voice, CRM, ticketing, knowledge base, and reporting enabled faster response times, centralized histories, and automated workflows.
With Daktela, agent performance became trackable, and managers gained full visibility through real-time reporting and analytics. Within a week of deployment, staff adapted to the intuitive system, supported by regular training that ensures consistent quality.
The company now manages up to 10,000 emails per month with SLA response time of 40 seconds and plans to scale further by implementing AI-powered chatbots and voicebots. These will handle repetitive tasks, freeing agents for complex issues and supporting Leziter’s long-term goals of improving order conversions, reducing costs, and expanding availability through smart, scalable communication with Daktela.
