Activating Beast Mode for Customer Support with Haptik

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Industry

Skill based Gaming

Platform

App

Live Since

September 2020

Product Used

Customer Care

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In online gaming, competition is fierce and maintaining user attention is crucial. Ensuring top-of-the-line customer support is intrinsic to the growth of our business. Partnering with Haptik led us to drive the true power of automation combined with human intervention, empowering us to deliver highly engaging, superior user experiences that keep our customers hooked to our games.

 –Mihir Samir Verma, Senior Manager - Strategy and Customer Experience

Junglee

Junglee Games is a leader in the skill gaming space, with over 50 million users. Founded in San Francisco in 2012, and funded by top tier silicon valley VCs, Junglee is changing the way people play games on desktop and mobile. Some of their notable games include Junglee Rummy, Eatme.io, Junglee Teen Patti and Howzat.

Business Goals

Junglee Games’ users generally reach out for support via Email & Phone. During the country-wide lock-down the brand saw a lot of new and repeat users resulting in: 


  • A higher number of incoming support queries.
  • Delayed query resolution and first response time.
  • Broken customer experiences resulting in customer churn. 
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Dream11-Challenge

They partnered with Haptik to build an Intelligent Virtual Assistant that helped with:

  • 24*7 customer support and handling large volumes of repetitive support queries.
  • Deflecting support queries from emails and phone to customers’ favorite communication channel; messaging.
  • Improving first response time and delivering faster query resolution.
  • Freeing support agents to handle more complex, high-customer touchpoint queries, thereby enhancing user experience and reducing customer churn.
Dream11-Solution

Key Use Cases

Junglee Screenshot

Business Impact

76%

Automation Rate

60%

Customer Satisfaction Score

26K

Total Conversations Handled

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