How Junglee Games’ App Enhanced Higher Customer Satisfaction
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- Haptik Chatbot
Tech Stack
- AI-driven Chatbot
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Analytics & Modeling - Machine Learning
Applicable Industries
- Software
- E-Commerce
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Founded in San Francisco in 2012, Junglee Games is a leader in the skill gaming space, with over 50 million users. The company has established itself as a prominent player in the gaming industry, offering a variety of skill-based games that attract a large user base. During the country-wide lockdown, the brand experienced a surge in both new and repeat users, which led to an increase in support queries. This situation highlighted the need for an efficient customer support system to manage the growing number of inquiries and maintain a high level of customer satisfaction. Junglee Games recognized the importance of providing a seamless customer experience to retain users and reduce churn, prompting them to seek a solution that could handle the increased demand effectively.
The Challenge
The lockdown resulted in an influx of new and repeat players, which meant increased number of support queries. To handle this increase in inquiries, Junglee Games wanted a faster and more efficient way to engage with players. Junglee Games wanted to leverage the accessibility of their app to enhance query resolution, and boost customer engagement. The aim was to reduce the first-response time and provide instantaneous query resolution, Junglee Games wished to increase customer satisfaction. The expectation was to see a decrease in customer churn by offering flawless resolution experiences to the players.
The Solution
To achieve their larger goals of achieving a significant reduction in customer churn and improved customer satisfaction, Junglee Games and Haptik built a chatbot on the Junglee Games’ App. The chatbot handles large volumes of repetitive queries efficiently thereby offering swift resolution and smooth customer experience. With an efficient App UI, customer wait time was significantly reduced, play time increased and players remained engaged. With an availability of 24/7 the chatbot offers seamless experience to the players, while delivering a consistent brand experience.
Operational Impact
Quantitative Benefit
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