How Junglee Games’ App Enhanced Higher Customer Satisfaction
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- Haptik Chatbot
技术栈
- AI-driven Chatbot
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 远程监控系统
- 分析与建模 - 机器学习
适用行业
- Software
- 电子商务
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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