[Episode 13] Améliorer l’Expérience Shopper dans le Gaming | Zendesk Morning Present


Les temps sont difficiles en ce second. Une des industries qui rencontre un pic d’activité est le Gaming. Avec l’augmentation du …

Good morning and welcome to the zendesk morning present in the present day we’re going to be diving into the world of gaming the video video games market is about to hit 160 billion us {dollars} this 12 months in response to new zoo the video games market analytics firm which represents a 9.3 year-on-year development

Widespread titles akin to name of obligation trendy warfare fortnite and minecraft appear to be driving main spikes in information in some markets as folks had been urged to remain at residence throughout covert 19. video video games have served not solely as a strategy to cross the time for these self-isolating

But in addition as a imply of escapism in gentle of the pandemic in the present day we’re going to hear from three firms speaking about spikes service help and learnings free and through covert 19. to assist get us began let’s hear from the director of participant relations at wargaming elena and our gross sales supervisor for the

Area elena on how wargaming has tailored to the change welcome each elena and alina to the present thanks fellini hi there everybody i hope you are retaining nicely my identify is alina and i am a senior gross sales supervisor in our central area i might wish to introduce elena from conflict gaming the director of participant relations

Hello elena welcome and thanks for becoming a member of us on the morning present thanks for having me on the present alina may you inform us a bit extra about conflict gaming and what your position is please sure so wargaming is a growing and publishing sport firm delivering free to play video games globally

We have now greater than 20 sport titles with the largest one being world of tanks we give attention to sluggish strategic video games that are traditionally correct within the firm we’re 5 000 folks we’re primarily based in additional than 20 areas i personally am a participant relations director i am primarily based in cyprus and that i handle the

Localization and documentation group and the participant help groups throughout the globe as a worldwide firm what has been the best shift in your enterprise because of covet 19. general gaming has been experiencing a development in these high occasions individuals are at residence with their digital environments they’ve time in order a

End result they play a whole lot of video games together with our video games so it has been a bit like christmas for us however with out humorous for it so we have seen a rise in income and growing our customers our gamers most of them being returning gamers and on account of growing our ticket quantity

So we have seen 20 to 50 p.c will increase um in our tickets they began from italy being the primary one within the lockdown they usually unfold throughout europe closed april simply now with 720 000 tickets which is double as we normally have in a month like april that is that’s quieter

And so you may think about it has been a problem for us however do you leverage the zendesk ecosystem like companions apps market to complement your buyer expertise sure we do um zendesk is the primary device we use in help and since now we have it for the final three 4 years we have truly

Developed a whole lot of automations widgets and now we have used a whole lot of them from {the marketplace} as nicely and on this means at this powerful occasions our brokers had been in a position to share a whole lot of the work use the sunshine brokers to truly reply to a whole lot of

Tickets after which those with the google entry would publish them and but additionally we have used the open api supply loads which we linked to our automations and our bots in an effort to reply quicker with such a spike what recommendation do you might have for different international companies in an analogous state of affairs in the present day

Um i believe adjusting and being versatile um we nobody can may foresee this so it is new to everybody we have to perceive that folks have completely different measures from their authorities they’ve completely different sizes of homes kids pets so not everybody can work the identical means as earlier than

And communication is essential into making this successful a whole lot of one-to-ones a whole lot of group conferences utilizing video utilizing voice in an effort to get everybody on the identical place on the identical web page and share between us that is nice thanks once more for talking with us

Um i am positive it has supplied us all with some key learnings and priceless perception again to you fellini thanks elena and elena we’re now going to listen to from ccp in iceland and among the nice issues they’re doing with information to retain gamers and enhance csat consequently

Welcome david senior challenge supervisor at ccp and moreton our buyer success supervisor for the area thanks pralini and hello everybody thanks for taking the time to affix me in the present day my identify is morgan josephson and i am accountable for buyer success within the nordics and that i’d wish to introduce david

Einerson a senior challenge supervisor at ccp video games so hello david pretty to talk with you once more i recognize you taking trip to affix us on the morning present thanks morton the pleasure’s mine good so to kick issues off may you inform us briefly what ccp video games

Does and what you utilize facilities for sure positive so ccp video games is a video video games firm primarily based in iceland and now we have one flagship product uh which known as eve on-line uh it has been round for some time we’re truly celebrating our seventeenth birthday in the present day so in order that’s a pleasant coincidence uh

We use sand desk for our customer support operation uh we’re omni-channel we provide customer support by way of help by way of a help kind on our webpage we even have electronic mail help now we have a self-service assist heart and we have not too long ago applied stay chat help wanting in direction of the longer term we’re presently engaged on implementing a chatbot so

That is a reasonably thrilling initiative that is good so i do know the significance of knowledge evaluation for on your firm as nicely so may you inform me the way you depend on information to retain your gamers completely so i’ve a reasonably current instance that is perhaps enjoyable to speak a few bit

So final 12 months ccp as a corporation kicked off uh an initiative concentrating on uh and with the objective of enhancing our high funnel registration and our contribution within the participant expertise group the place we leverage centdesk is implementing stay chat immediately within the registration circulate and the login circulate for the sport

What we noticed in our information after doing that was uh actually constructive and the largest success metric for us was the c set which is between 92 to 94 we have even had some anomaly days the place we had 100 c set for an entire day however what we additionally

Noticed is that the quantity of normal help tickets about these registration unlocking points was not affected so each contact that we bought in stay chat is assumed to have in any other case been misplaced when you when you weren’t doing it we expect that these are customers that are not invested sufficient in our in our product

To contact help if it is not proper there the place they want us so so it has been very priceless to our enterprise to to implement that proper and i do know safety and compliance is can also be crucial for you and that i i imply you stated that this might you clarify a bit extra

Completely say uh as all people with an operation in europe is aware of gdpr is now a factor and when gdpr turned a factor a pair years in the past we had been confronted with the problem of constructing positive that we’re compliant and sandisk has helped us rather a lot with that

What we ended up doing is we arrange a system of triggers and automations to a be certain that solely folks that inside ccp that have to see the gdpr requests truly see them and b to make sure that they by no means slip by way of the cracks uh so mainly each time

That uh in a gdpr request lifecycle the place it is getting near uh failing on the 30-day requirement we make it possible for it it comes again from sleep and a an agent on our facet opinions it manually and makes positive that we’re compliant always nice so some good recommendation right here utilizing

Senders for gdpr compliance and and likewise a chat for enhancing the participant funnel in order that leads me to the to the ultimate query any any recommendation for the gaming prospects uh on the significance of buyer in your case it is participant expertise throughout the business yeah i hope i can share some insights so

I would say that to start with it is tremendous necessary to have open trustworthy and personalised communication that is to make it possible for the gamers really feel valued and that they really feel that you simply actually care about about their points and second time is basically necessary what we do is that we

Triage uh what we expect are time delicate points uh whereas different points uh are dealt with uh rapidly however not on the identical cadence uh do not stick too intently to the uh first and first out method that is my recommendation uh to perhaps put it in sensible phrases

For a gamer not with the ability to play over a weekend could also be way more necessary to them than say getting a refund request consequence which they’re most likely fantastic ready for uh to occur on monday nice david that that is actually good recommendation um you have undoubtedly given us some meals for thought right here

So thanks a lot it was a it was a pleasure talking with you likewise thanks very a lot for having me martin no drawback and again to you praline thanks david and morton and congrats david on the anniversary we’re now going to listen to from left harry’s head of customer support

Epitaino a gaming firm working in germany portugal and romania left hurry will speak in regards to the significance of an omni-channel method and the way they’re utilizing the channel necessary to their video games together with stay chat and whatsapp amongst different channels he’ll be interviewed by joan our gross sales ae within the area

Earlier than we do let’s watch a fast snippet of the white hat gaming video and see a visible illustration of how zendesk helps white hat gaming with their omni-channel method for me personally buyer expertise means every little thing it is the buyer is at all times the middle of the corporate and we have to get them

Correct service buyer journey must be seamless that they will contact us by way of any channels after which we will combine completely different programs to it and there simply wasn’t every other product outdoors the identical desk we’re utilizing zendesk help chat speak and discover greatest a part of the zendesk was how easy

It’s how straightforward it’s to keep up and the way logical the construction is to develop and implement i like that you simply present the straightforward configuration strategies and you may select your individual choices and absolutely customise it then i would not return to every other product it’s actually a seamless expertise for

The gamers and even for the brokers good morning everybody i am john nevis senior gross sales government at zendesk and i am joined in the present day by lefteris head of customer support at patano welcome lusteris we recognize you becoming a member of us in the present day thanks for having me on the present john it might be nice when you may inform

Extra inform us extra in regards to the firm and your position so sure i’ve been working with sticky man because the early days after we solely operated with this model in current cyprus presently we function in one other three international locations with the betanal model we’re in germany in portugal and romania

We have now scaled the final years from a small group to over 100 folks at buyer help i believe the important thing choice there was to maintain our buyer help in-house and never outsource it we take into account customer support to be a differentiator within the business um in order that was a daring choice and a

Vital funding again then and it proves after all that we put buyer on the core of every little thing within the gaming business why is so necessary to supply a multi-channel help nicely john um you can not convey prospects the place you’re you have to be the place they’re

And in that sense we attempt to provide as many communication choices as doable for our prospects um we presently get like 65 of our site visitors in stay chat and chat purposes we provide channels like fiber messenger whatsapp these are extensively used day by day from everybody to speak with family and friends

Why not use them to speak along with your favourite model one other crucial factor is that we will additionally provide quick and correct solutions to those channels at scale whereas we preserve prospects exercise built-in which is basically necessary so we belief that these are the challenges of the longer term for the business

After all having a number of choices for contact with out having an omnichannel method isn’t an choice for us we need to know when the client is speaking wider and thru which channel um we typically want the communication to circulate seamlessly by way of completely different channels in an effort to provide the utmost expertise to our prospects

And the way do you see information as a key issue that will help you decide your cx technique nicely we provide we use buyer insights for a variety of causes one actually necessary is to by way of a number of stories to attempt to perceive when we will get most site visitors round which occasion that are they

Of the month so as to have the ability to schedule our stuff incorrectly to deal with all these requests um one other factor we use zendesk omnichannel design with the additional options in an effort to cut back escalation so now we have a primary contract decision price of round 95 which is basically necessary for the client expertise

Um and likewise uh having a customer-centric method we use um buyer insights with suggestions to reinforce our services and all this has resulted in elevating our buyer satisfaction round eight p.c and eventually what advise you for different sport firms on the significance of investing in buyer expertise

So first and actually necessary is our prospects particularly within the occasions we stay in now we have a really solidarity process in place now we have extremely specialised and skilled brokers that may consider and assess and may help prospects which will present problematic behaviors on high of that now we have constructed an in-house

Early detection system primarily based on ai in an effort to assist this agent carry out at most after which utilizing providing a number of channels for contact however having a non-nintendo method after which having a very 360 diploma view of the client lead to personalised constant and frictionless experiences so thanks very a lot for sharing with

Us your expertise luftharies and i’ll lend over again to berlini thanks to all our company in the present day for sharing your tales be part of us subsequent week for our collection one finale as we hear from each zendesk executives and buyer leaders on what does the longer term seem like for his or her roles

And the industries within the new world we’re dwelling in thanks for becoming a member of us in the present day and at all times be part of us subsequent week for our collection finale take Care

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