In the ever-changing game development industry, customer service is essential to both user retention and overall brand success. SupportYourApp received a challenging request from a fast-growing game development startup (the “Company”): they needed to expand their support services to meet growing demand, create a more efficient process, and eliminate a huge number of unresolved issues.
Through a strategic partnership, we helped The Company increase ticket resolution by 49%, reduce response times by 54%, and successfully manage the complexities of scaling their customer service.
In this article, we'll cover:
THE CHALLENGE: Managing Rapid Growth and Customer Expectations
The Company partnered up with SupportYourApp 2 years after the launch, as found itself at a turning point. Its mobile game was gaining popularity, but the support 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 internal team struggled to solve problems effectively due to the lack of well-organized 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 support through an integrated tool in the application so that users could get help at any time.
THE SOLUTION: Building a Scalable Support Ecosystem
We deployed a tailored, technology-driven solution to address these challenges, integrating multiple tools to enhance support quality and ensure scalability.
Comprehensive Training and Knowledge Management
Our team has developed an extensive training program from scratch, equipping new agents with the knowledge they need to effectively resolve issues. We created a centralized knowledge base that allows agents 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 software 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 special support tool right in the application, which allowed users to contact the support team directly, right during the game. This not only improved response time, but also ensured 24/7 availability.
Omnichannel Support
Our team set up an omnichannel support system that allowed The Company to handle customer inquiries from multiple channels — email, in-app messages, social media, and chat — through a smooth interface. This ensured that no request was overlooked and provided a consistent experience for app users.
Scalability
Starting with just 1 dedicated support consultant, we scaled the team to 18 agents within a year to handle the growing number of requests. Each agent was trained to manage specific tasks, including VIP customer management and social media interactions. We also had an agent 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
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 dedicated and highly skilled team, SupportYourApp not only solved The Company’s immediate problems, 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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