Svět svítidel grew at a remarkable pace across the European market, becoming the second-largest lighting retailer. However, expanding into more than 26 countries also brought major challenges in customer communication. To maintain its high standards, the company needed to find a way to handle thousands of enquiries more efficiently without compromising on quality.
Before the system was transformed, the customer care team was hitting limits that were making the shopping experience unnecessarily frustrating for customers. The main issues were excessively long wait times to reach an agent and a high proportion of missed calls. Agents also had to do many tasks manually because the original system was not integrated with the CRM. The situation was further complicated by a limited number of communication channels, as well as the lack of clear reporting and better oversight of team performance.
The change came with Daktela, which gave Svět svítidel a single environment where everything is brought together. Instead of switching between different programs, agents now manage phone calls, emails, web chats, and social media channels such as Messenger and Viber in one application. Thanks to integration with the customer database, they can immediately see order history, so there is no need to spend time asking for basic details and they can get straight to the point. Routine replies have also been made noticeably faster with smart templates.
The technology change had an immediate impact on operational performance and brought relief to the whole team. Agent availability rose by 43%, making it much easier for customers to get through. Calls themselves are now 35% shorter because agents have the information they need right in front of them and are no longer slowed down by administration. A similar improvement was seen in email handling, with the team processing emails 25% faster than before. The most important indicator, however, is the 27% reduction in missed calls, enabling the company to help far more customers in the same amount of time.
