Case Study

Faster response time leads to increased customer loyalty for a gaming company

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 : Client is a leading Russian based gaming company.


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 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.


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