Challenge
Rapid growth and international expansion increased the demands on customer support. Trenýrkárna needed to handle higher communication volumes and seasonal peaks without expanding the team.
Trenýrkárna, one of the largest Czech underwear e-commerce retailers, unified customer communication across channels and significantly accelerated customer support with Daktela while expanding rapidly into international markets without increasing team size.
Rapid growth and international expansion increased the demands on customer support. Trenýrkárna needed to handle higher communication volumes and seasonal peaks without expanding the team.
Thanks to Daktela’s solution, Trenýrkárna unified customer communication into a single platform and optimized SLA management. As a result, email response times improved by 85%, reactions on the customer line became 40% faster, and customer support performance remained stable even during seasonal peaks without the need to expand the team.
“Thanks to the Daktela platform, we’ve improved email response time by 85% and call response speed by 40% – all without expanding the team. We’re now delivering a better customer experience than ever before. What’s more, Daktela helped us implement scalable processes, which are essential as we grow and expand across European markets.”
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