Kinguin offers users around the world the opportunity to exchange video games at a fair price and without problems through an innovative platform.
They were launched in 2013 and quickly became the largest alternative market for Steam, Origin and Battle.net. Now, they have more than 6 million customers and their mission is to provide customers with a first-class experience.
They believe that this is possible by guaranteeing their users easy access to customer service.
Your trip with live chat solutions.
Before they decided to use LiveChat, they helped users through tickets. While it was quite effective, they still wanted to help even faster. As the Kinguin Customer Experience ManagerMichal Haze, explained:
"We were looking for the most appropriate software. For us it was crucial that live chat be easy and convenient for customers. "
Apart from that, they paid attention to the following functionalities:
- measure customer satisfaction;
- collect information about users;
- chat integration;
- Look and design of a tool;
- options for the commitment of the client;
- Personalization options
They reviewed numerous chat programs, but after trying LiveChat, it turned out to be the best. Now, they are quite satisfied with it and I am happy to see that LiveChat has developed further.
What the Kinguin team does to improve customer satisfaction.
Today, chat is the main source of contact for Kinguin customers. Your team consists of approximately 30 LiveChat agents per day and They serve around 6,000 weekly chats, 24/7..
They provide help in 16 languages so users around the world can talk easily about their problems.
Kinguin decided to create departments within his customer service team. That way, once clients select the subject of the pre-chat survey problem, they immediately address the appropriate agent, who specializes in the case.
In addition, to improve the customer experience, they have constantly reduced the waiting time in the chat. To do that They created Dave the Chatbot.
As Michal explained:
"It has helped us significantly to help more customers and has received mostly positive feedback from users. Without a doubt, we will strive more in this area and we will continue to develop robots: we want to make it more advanced, more human and with a better satisfaction index ".
How they use LiveChat
Using the application:
Kinguin's team uses LiveChat on the desktop. They have also implemented LiveChat within their Kinguin application (available on Android and iOS) and plan to further develop this functionality.
The characteristics of the chat they use:
Chat tags: a short tag for a chat, which allows you to search statistics for a particular type of case. For example, to determine what kind of subjects are discussed most frequently within a particular department.
They establish automatic greetings that are personalized messages that invite visitors to chat. They also use a pop-up chat window to make the chat visible to users.
When it comes to chat statistics, they have a whole team dedicated to monitoring it. As Michal shared with us:
"It allows us to easily assign employees the right channels, set the number of simultaneous conversations an agent can have or help other agents when they need help or a more experienced colleague."
Maintain high customer satisfaction.
To provide an excellent customer experience, companies need to gather feedback about their service. Kinguin's team uses chat qualification, post-chat surveys and satisfaction statistics to control the happiness of its customers.
"Thanks to these functions, we find areas for improvement and how our procedures can be improved to meet the expectations of Kinguin users," said Michal.
<img class = "alignnone size-full wp-image-230571" title = "Kinguin-team-case-study" src = "https://www.livechatinc.com/wp-content/uploads/2018/06/Kinguin -team-case-study.jpg "alt =" Case study of the Kinguin team” width=”700″ height=”394″/>
The time Kinguin handled the heavy traffic for his anticipated orders with LiveChat
There is a time when LiveChat plays an even more important role than usual for Kinguin.
In addition to the thousands of Kinguins products that are delivered instantly, they also offer advance orders. As Michal explained:
"At this moment, LiveChat is still the most used tool when it comes to contacting our support. Because of how easy it was for users to access it, we helped more than 750 of them each day with an average satisfaction of 96%. "
Kinguin customers also like to share their positive comments.. Here are some messages that they wrote:
"Great! Your quick answers make me come back!"
"Awesome support! Thanks for keeping my orders safe!
"Extremely nice and patient … Gently and quickly do the job! A great support agent!
"The BEST customer service I've received in a long time, it's good to get a customer service like this: it's a rarity!"
"110% SERVICE LEVEL, you will never buy games anywhere else!"
How high can you go with customer satisfaction?
Since LiveChat is their main contact channel, the Kinguin team is happy that the vast majority of users are incredibly satisfied with the level of support.
They It helps more than 25,000 users each month. and still maintain a 97% customer satisfaction classification. Let me remind you that, according to the LiveChat 2018 Customer Service Report, the global average is 83.54%. When he read at the beginning of this case study, the ultimate goal of Kinguin is to provide the best possible customer experience, so they plan to try to achieve 100% customer satisfaction.
Since we use "I can not" and "not" very rarely here on LiveChat, we honestly keep our fingers crossed for the Kinguin team. We hope you can experience your amazing service soon!