A Gaming Company Achieves 1-Hour FRT and Under 4 Hours Ticket Resolution Time with Zendesk-Based System

The Client

Our client is an independent game company known for its innovative gaming products.

The Helpware Environment

We provide complete Zendesk solutions, including setup, integration, custom development, continuous monitoring, and client support.

The Challenge: Devise, Integrate, and Manage a New Zendesk Installation

In preparation for a new product launch, Marauder sought to implement a comprehensive, Zendesk-based customer support system that would efficiently handle the anticipated increase in customer inquiries from various sources and deliver top-notch service, all without increasing the current headcount.

Main challenges included:

• Establishing a new support system from scratch to efficiently handle incoming requests from multiple sources.
• Implementing reporting tools to gain insights into support operations and customer interactions.
• Creating an organized knowledgebase to provide quick and accurate information to both support staff and customers.

Helping ‘Ware’ It Counts: Single-Platform Communications, AI Efficiency

To meet these challenges, we introduced a range of Zendesk services to update the client’s support system:

• Unified communication: Brought together email, chat, and social media messaging, enabling easier customer interactions.
• Automated ticket routing: Used automated systems to assign tickets to agents with the right expertise.
• Knowledgebase creation: Developed a new knowledgebase to organize essential information, utilizing AI to enable faster and more accurate information retrieval.
• Process automation: Set up automated responses for common inquiries to save time and improve efficiency using an AI agent.
• Reporting according to KPIs: Implemented reporting aligned with KPIs, enabling ongoing performance monitoring and improvement.

The Results: Faster Responses and Ticket Resolution, Actionable Insights, Boosted Customer Satisfaction

The strategic implementation of Zendesk services optimized Marauder Tech’s customer support operations, enabling superior service quality with the existing team.

• Improved response times: The “first reply” time was maintained at an average of one hour or less, with “next reply” times averaging 30 minutes, ensuring prompt customer interaction.
• Boosted efficiency and satisfaction: Optimized processes resolved tickets within an average of four hours, which led to higher customer satisfaction — without the need for additional staff.
• Comprehensive insights: New reporting tools provided detailed insights into operations, enabling data-driven decisions that improved service quality.
• Streamlined information access: The AI-enhanced knowledgebase provided quick access to relevant information, reducing repetitive inquiries and improving overall service efficiency.