Consolidating our customer support channels via Zendesk.
When we only had a handful of players, good customer support was relatively easy. Maybe I would answer a few emails, make a post about the latest issue on the PlayStation forums, then browse the forum for any missed opportunities or players’ questions which needed answering.
But then we noticed our game had some traction in its own subreddit. So we signed up. Then we released our game on Steam. So we joined there too. Then we noticed other forums talking about our game, so we joined in the discussion there too.
As you can see it got out of hand quite quickly. It was impossible to provide good customer service on so many different channels with different accounts.
The biggest problems we faced were:
- Replying to audiences on more than 2 different platforms or websites
- Losing track of accounts and passwords for multiple accounts
- Forgetting to update information in one place or another
- Having to scroll through hundreds of posts a day to find information
- Having to make multiple posts a day for different issues
- Being seen to “favour” one place more than another by spending unequal time there
It was obvious that we needed to consolidate our support and improve efficiency.
This is where Zendesk came in. Zendesk is an amazing tool which monitors all your desired channels on a single agent interface and lets you respond to messages via the same interface – no need to switch between different websites or applications!
It also comes with an additional option of providing a help centre (or knowledge base) for your game(s). The help centre can be arranged however you want, and is setup via drop and drag modules for ultimate simplicity. You can even brand your help centre (to some extent) for integration with your website’s theme.
We use Zendesk to monitor our Facebook, Twitter, YouTube and email for both our brand and each of our games. Currently it’s around ~8 channels in total. I can see exactly what messages we have received, if they are being looked into and if issues have been solved. I can even select bulk reply to reply to multiple people all needing the same info. There’s much more it can do, but these are the basics.
We have also purchased the help centre module, called Zendesk Guide to provide a knowledge base for self-service support after realizing that the majority of our issues are easy for the players to fix themselves after receiving the right information. It also helped to have a handy static link to great answers instead of typing them out every time as previously done.
Conclusion after using Zendesk
I can’t begin to tell you how much relief this tool has provided, and I can’t believe we weren’t using it sooner. Our old methods were time consuming and inefficient. If you find yourself making some of our old mistakes look into using Zendesk for yourself.
Zendesk makes setup easy, even for novices and you do not need any particular skills to start using it straight away. I was able to easily customize our help centre theme without difficulty and I think the overall impression of our help centre gives off a more polished feel to our brand.
Having a help centre future proofs new projects – it is too late when you have already released a game and then start thinking about support. Setting up a system that your players are familiar with provides good training for them to know where to go to receive help. As your portfolio grows, Zendesk expands to accommodate for it – you can add as many channels to monitor as you want.
Moreover, letting the devs have access to the knowledge base is also another huge benefit as they can see what information the customer support are giving out and contribute to it themselves. Players are also free to contribute to the articles (if you want them to), so that you can use the wisdom of the crowd. Honestly sometimes players are better technical wizards than your own team!
Tl;dr: Start using Zendesk, you won’t regret it!