By implementing Daktela’s omnichannel solution with CRM integration and automation, Svět svítidel significantly reduced waiting times, improved agent availability, and streamlined customer communication across 26+ European markets.
Svět svítidel struggled with excessive customer waiting times, a high percentage of missed calls, manual task handling without CRM integration, and limited communication channels. The lack of robust reporting and automation further reduced operational efficiency.
Daktela implemented a unified omnichannel platform integrating phone, email, web chat, Messenger, and Viber with seamless CRM integration. Automation, email templates, and advanced real-time reporting significantly increased efficiency while maintaining high-quality customer care.
“Daktela has helped us unify and streamline our customer communication across all channels. As a result, we’ve reduced waiting times by 43% and cut missed calls by 27%. Query handling is significantly faster—we process calls 35% more efficiently and emails by 25%. Furthermore, we’ve expanded our reach via Messenger and Viber, keeping everything organised under one roof. The result is higher customer satisfaction and a much-needed reduction in pressure on our team.”
Discover how we can transform your customer service and reduce operating costs.
