About the Client
Our client is one of the largest video gaming brands that manufacture gaming consoles and next-gen gaming experiences. They have an online streaming service and an internal game development studio. The brand was first introduced in the US in 2001. A lot has changed with the brand, bringing more power and value to consumers worldwide.
The Client Challenge
The meteoric rise of internet gaming has led to legions of gamers worldwide. With gaming becoming a serious business initiative, our client witnessed unprecedented support requests from their gaming community. These requests are of urgent priority, and any waiting time means unhappy customers and bad CX. Support agents on the call must not only ensure they solve cases but preempt problems from the customers’ side and provide the proper resolution.