“Thanks to Daktela, we started working systematically with the customer line and everything is traceable, including call recordings. In the future, we plan to integrate Daktela with our ERP system and use chat.”
Improving the quality of customer support services, streamlining the solution of customer requests and improving communication throughout the company.
The Hawaj.cz e-shop has been operating in the Czech market for more than 15 years. It focuses on the sale of home and garden equipment. It is one of the largest online sellers of above-ground pools, solar showers and other leisure products. It has successfully expanded and is currently also active in the Slovak and Hungarian markets. It constantly expands the product range and improves the quality of services so that customers can shop easily and cheaply. A team of six operators ensures maximum customer satisfaction.
Before the implementation of Daktela’s omnichannel solution, a single e-shop operator communicated with customers via a mobile phone infoline. They used Outlook for handling e-mail, which was also used for internal communications. This non-systematic solution brought problems and it seemed unprofessional because the line was constantly busy. And that’s why they turned to Daktela in 2017.
“With Daktela, we can flexibly increase the number of operators according to the season and submit requests in the ticketing system. All operators have access to it, see all communication, thanks to which they can easily represent each other. Even if all the operators are busy, the incoming call is recorded in the missed activity queue and when one of the operators is free again, they can contact the customer again.
Reports and statistics, on the basis of which we can evaluate operators’ activities and plan work, are also a clear benefit. Thanks to Daktela, we started working systematically with the customer line and everything is traceable, including call recordings. In the future, we plan to integrate Daktela with our ERP system and use chat.”
In the Contact Centre Market
Years in the industry