Customer service in gaming industry is essential to both user retention and overall brand success. Our client, a fast-growing game development startup (“the Company”) knew that, and that’s why they reached out to SupportYourApp to help them with the following challenge:
GOALS:
- Expand support team to meet the growing demand
- Improve support team’s efficiency
- Eliminate a huge number of unresolved issues
RESULTS:
Through a strategic partnership, we helped the Company:
- increase ticket resolution rate by 49%
- reduce response times by 54%
- scale the support team from 1 to 18 consultants in a year
- resolve more than 100k tickets
Let’s connect and explore how we can help you scale your support team while you scale your company.
The Challenge: Managing Rapid Growth and Customer Expectations
The Company partnered up with SupportYourApp two years after the launch. Its mobile game was gaining popularity, but the resources could not keep pace with the rapid growth. The Company faced several challenges:
- Massive backlog of tickets. As the user base grew, customer inquiries skyrocketed. Without a proper system in place, thousands of tickets remained unresolved, causing frustration among app users.
- Lack of training and knowledge base. The team struggled to resolve issues effectively due to the lack of training materials or a centralized knowledge base.
- Need for 24/7 support. Given the global popularity of the game, the Company needed round-the-clock customer service for gaming enthusiasts through an integrated tool in the app, so that users could get help at any time.
The Solution: Building a Scalable Support Ecosystem
We deployed a tailored solution, integrating multiple tools to boost support quality and ensure scalability.
Comprehensive Training and Knowledge Management
Our team developed an extensive training program from scratch, equipping new gaming customer service consultants with the information they need to effectively resolve issues. We created a centralized knowledge base that allows consultants to quickly access and share important information. We also developed a customized game wiki for the team.
Zendesk Integration
To handle the large number of tickets, our team integrated Zendesk, a leading customer service platform. This allowed us to categorize, prioritize, and automate ticket assignments, which significantly reduced the number of unresolved issues and improved our resolution rates.
Real-Time Monitoring With LiveChat and in-App Support
To interact with customers instantly and conveniently, our team implemented a live chat function using the LiveChat tool. In addition, we integrated a support tool inside the game app, enabling users to contact the support team directly during the game. This not only improved the response time, but also ensured 24/7 coverage.
Omnichannel Support
Our team set up an omnichannel support system that enabled the Company to handle customer inquiries from multiple channels — email, in-app messages, social media, and chat — through a seamless interface. This ensured that no request was missed and provided a consistent experience for app users.
Scalability
Starting with just 1 dedicated gaming customer support consultant, we scaled the team to 18 people within a year to handle the growing number of requests. Each consultant was trained to manage specific tasks, including VIP customer management and social media interactions. We also had a consultant whose role was to transform game experience into positive reviews on App Store and Google Play. This tailored approach enabled the team to adapt to the Company’s growth without sacrificing quality.
The Result: Boosting Efficiency and User Satisfaction
- By implementing Zendesk and streamlining workflow, the team was able to significantly reduce the backlog and handle new requests more efficiently.
- With better ticket management and real-time support through LiveChat and the in-app tool, customer issues are now resolved much faster.
- The well-trained support team resolved over 100,000 customer requests in just one year, maintaining high-quality service even as the user base grew.
Conclusion
The success of this partnership was based on trust and the ability to quickly adapt to changing needs. By integrating industry-leading tools such as Zendesk and LiveChat, as well as a skilled gaming customer service team, SupportYourApp not only tackled the Company’s immediate challenges, but also laid the foundation for long-term scalability.
This cooperation allowed the Company to focus on its core business of game development, while we delivered support for the app users. With efficient processes, teamwork, and the right technology stack, our team provided a cost-effective solution that met the growing demands of a dynamic and expanding market.
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With over 10 years of experience crafting engaging and impactful content for brands, media, and social media, Iuliia is dedicated to creating human-centered stories that foster meaningful connections with customers and build recognizable brands. Her unique ability to translate various topics for different audiences sets her apart as a skilled storyteller.
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