INDUSTRY:

Gaming

SITUATION:

Gaming company was looking for a partner to handle Level 1 E-Mail and Voice Technical Support for their retail arcade machines.

CAMPAIGN:

Technical Support, Customer Care, Inbound Voice & E-Mail

OBJECTIVE:

Reduce backlog of email interactions while providing a memorable customer experience and striving for high CSAT and NPS results.

KPI TARGETS:

Average Talk Time, Email Per Hour, CSAT

RESULTS:

We were able to completely clear email backlog of over 20,000 emails by 100% within 2 weeks of launch while handling the current
intake volume providing a closed-loop experience for the customer.