The challenge – Create a consistent brand engagement experience for all customers
With business growth comes the need to scale up the corresponding customer service. Workloads increase and existing processes buckle under the rising demand to respond speedily to demanding customers. Hero Gaming encountered a similar challenge as it prepared to win customers worldwide post-launch and win them over through ultra-high-quality service.
Two key priorities needed to be addressed: ensuring fast response times and providing customised answers by handling complex queries more efficiently. Acing these critical aspects of customer service would create a consistent brand engagement experience for all customers.
The company acknowledged that it was time for a customer service solution that would delight gaming enthusiasts and empower staff. And, more importantly, it was ready to make such an aspiration a reality.
iMovo’s solution – Zendesk Implementation
Hero Gaming evaluated various customer service solutions on the basis of key criteria that mattered most to the company. Other than being reliable and robust, the solution had to be customisable, easy to use, enable real-time reporting as well as support multiple brands within the same interface. It would also need to serve as an omni-channel ‘communication centre’ seamlessly integrating chat, email and talk.
Whilst early issues encountered during implementation were managed by the implementation partner, after deployment, the user has to rely on the software developer’s support team to resolve issues, get a hang of the new features released from time to time, and so on. With this in mind, good end-user support was also a parameter for selecting an appropriate solution.
Hero Gaming’s Head of Customer Service, the Chief Operating Officer (COO), and front-end developers compared leading customer service products and smaller, highly customisable alternatives against their requirements. The decision to choose Zendesk was a relatively rapid one. Zendesk is a highly recognised cloud-based software offering multi-channel support. It serves over 200,000 customers across 30 industries worldwide.