A Roadmap for Success: Building PX from Scratch in the Gaming Industry.
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IntouchCX Team
Ready, player one. In this next mission, a Web3 gaming company will be tasked with building a top-notch player experience (PX) team from scratch.
Our brand partner operates as a decentralized autonomous organization (DAO). They strived to offer an unparalleled gaming experience to players globally. In this case study, you’ll discover how they partnered with IntouchCX to revolutionize their player experience (PX), propelling them to the top of the rapidly-evolving Web3 gaming industry.
The Challenge
Prior to partnering with IntouchCX, our brand partner’s only channel for support was email. At the beginning, it was sustainable. As the game exploded in popularity, so did its number of players. The brand faced the challenge of setting up a multi-channel player support team, from scratch, to address the increase in gamer queries. They also wanted to power-boost their happiness index within the interoperable blockchain game (IBG) universe community and bolster player loyalty.
The Solution
IntouchCX was able to supercharge our partner’s support efficiency through email, web widgets, and in-game channels by leveraging Zendesk as the preferred CRM tool. With the implementation of Zendesk’s advanced analytics and reporting capabilities, the brand gained valuable insights into their player’s needs, which helped them improve their overall PX strategy. Zendesk’s setup and implementation were completed in under a month. This included activating the help center, enabling the brand to quickly and seamlessly provide top-tier support to their loyal gaming community.
The Results
IntouchCX’s operational maturity and strategic expertise enabled us to achieve the brand’s internal goal of providing actionable insights and establishing a player support team. Prior to partnering with IntouchCX, the brand only had email support to track analytics or reports, and no direct bug detection. The brand now has a full PX team with omni-channel support, along with Zendesk workflows. This makes accessing analytics and extensive reporting more efficient.
| Metric | Before lunch | Header 3 |
|---|---|---|
Queue Management (FRT) | < 3 hrs. | < 1 hr. |
Player Satisfaction (PSAT) | <= 90% | 0.95 |
IntouchCX’s ability to share trending reports with our brand partner allows them to implement solutions quicker and more accurately. The brand plans to become the leading Web3 gaming community and knew that premier CX support was a cornerstone of achieving that goal. Now that they have seen numerous wins from their partnership with IntouchCX, they are positioned to continue to grow and increase their internal happiness index while keeping gamers loyal. Game on.
Find out how IntouchCX can build a player experience team that keeps your gaming community loyal.
