Reducing the average response time to enhance customer experience was the key challenge. iOPEX integrated a CRM tool for managing tickets and identified the optimal number of resources to deliver seamless customer support which resulted in 100% SLA compliance and improved customer satisfaction.
The Client
The client is a global video game company that operates across more than 16 offices and development studios globally. Initially focused on turn-based strategy and real-time strategy games, company later switched to developing free-to-play online action games.
The Challenge
The client wanted to reduce the average response time for the tickets generated through the website. Whenever a new game was launched or the product was updated, the number of tickets raised by the users grew exponentially high across different geo-locations which required faster response for email support.
To know more about how iOPEX addressed these challenges and helped the client to provide better gaming support, download the case study now.
