The tasks that needed to be solved were

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Ulybka Radugi is a federal chain of home and personal care stores. The company has been on the market for over 20 years, and its first retail store was opened in 2001. The business operates in the drogerie format (a store selling non-food everyday goods) and is the largest chain of this format in the North-West and the Volga region and the second largest in Russia.

In 2018, the company began thinking about optimizing the processing of requests across all channels, as well as introducing a single standard for monitoring the work of operators.



Move customers to digital kuwait mobile database channels to relieve the burden on telephony.

Provide customers with a choice of convenient communication channels to maintain a high level of customer service.

Increase customer loyalty through fast and high-quality support.

Determine the method of monitoring the work of operators.


The company had not previously used a chat platform or other similar services. When choosing the appropriate functionality, the management also focused on the company's reputation, implementation speed, the work of managers, and the capabilities offered by the service.
The universal chat platform LiveTex offered:

A single solution to business problems without the need to conclude multiple contracts with different contractors

High quality and a guarantee of stable operation from a company with over 10 years of experience in the market.

Support from a personal manager at all stages of cooperation, assistance in resolving emerging issues and prompt feedback from technical support.

Extensive analytics with key indicators by channels and operators.

The ability to monitor work in real time, as well as additional tools for managing the communication process between operators and users.

Fast implementation and a clear interface so that the employee training process occurs as quickly as possible and unnoticeably for clients.