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.
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.
Movate Solution
Unlike other pastimes, gaming is an actual 24/7 activity where gamers immerse themselves and play for hours and days together. With so much activity, the call for support also runs high and can topple any balanced support setup within seconds.
Understanding the dynamic nature of the gaming world, Movate utilized its on-demand support system Movate OnDemand to provide technical support for the client.
Movate OnDemand is different from traditional support approaches as it harnesses gig experts to provide support. This means that end customers receive immediate responses to queries and challenges much faster and more promptly than traditional support lifecycles. Moreover, there’s an expert for every challenge. While gig experts look after cases and their closure, Movate OnDemand can tap into a standard support model using its award-winning Movate Edison platform to provide technical support to pressing cases requiring attention. Mostly, when gamers have a problem, the problem needn’t always be related to the game. It could be a technical issue outside the game’s scope. With gig experts, you get additional coverage beyond the game as most gig experts are potential gamers.
Business Benefits
- More than 1500 experts
- More than 1.8mn questions resolved
- 30k questions resolved with Automation
- Consistent CSAT of 87%
- Average Response Time of 1.2 mins
Why does Movate OnDemand work?
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.