The Rise of a Gaming Titan
The dynamic landscape of the fantasy gaming industry is propelled by technological innovation and a commitment to user satisfaction. One prominent player in this realm, a leading fantasy gaming platform headquartered in India, has successfully navigated the challenges of a burgeoning user base exceeding 200 million. This case study delves into the intricacies of their journey and the transformative role played by intalk.io in enhancing their customer support.
Unveiling the Challenges
Boasting an extensive portfolio of fantasy sports, including cricket, football, kabaddi, basketball, and baseball, this gaming giant faced significant challenges in managing customer issues. Refund concerns, payment deductions, and transaction failures were being reported through the app and directed to the Zendesk helpdesk system, creating tickets in their internal core CRM system. With over 200 dedicated outbound agents operating both in-house and across outsourced call centers in India, the company encountered obstacles in workforce management, call routing efficiency, and scalability.
Challenges Faced by the Company
The Company’s Predicament
The company’s customer support operation was structured with 40 in-house agents and the remaining workforce distributed across various outsourced call centers, all operating on AWS. Despite an organized process, challenges persisted in managing a geographically dispersed team, efficiently routing calls, and ensuring scalability to accommodate the company’s rapid expansion. The need for a robust solution became evident.
Solution – Harnessing the Power of intalk.io
Transformative Integration: The intalk.io Advantage
In response to these challenges, the company implemented a transformative solution: the integration of intalk.io with their core systems. This cloud-based outbound dialer setup ushered in a new era of centralized management, efficient call routing, and improved scalability.
Centralized Control: Empowering Managers
The intalk.io platform offered centralized control over the entire outbound call center operation. This empowered managers to closely monitor team performance, identify areas for improvement, and ensure streamlined operations.
Smart Call Routing: Leveraging AI for Efficiency
Leveraging artificial intelligence, intalk.io intelligently routed calls to the most appropriate agents based on their skills and availability. This ensured that customers were swiftly connected with the agent best equipped to resolve their specific issues.
Scaling Seamlessly: Cloud-Based Scalability
As a cloud-based solution, intalk.io seamlessly accommodated the company’s growth. This scalability allowed for the addition or removal of agents as needed, without concerns about downtime or disruptions to ongoing operations.
The integration of intalk.io yielded significant improvements in the efficiency and effectiveness of the company’s outbound call center operation and proved transformative for the fantasy gaming app’s outbound call center operation.
Conclusion
Paving the Way Forward: A Transformed Customer Support Landscape
In conclusion, the fantasy gaming app’s journey with intalk.io exemplifies how a strategic integration can revolutionize customer support. From centralized management to smart call routing and seamless scalability, intalk.io has emerged as a key player in enhancing operational efficiency and customer satisfaction. As the gaming giant continues to grow, the intalk.io advantage positions them at the forefront of delivering exceptional customer experiences in the dynamic world of fantasy gaming.
