Case Study: Entertainment

Delivering excellent customer engagement for the biggest fantasy sports company

Strategic improvements to social media response and consolidated and integrated FAQs lead to reduced complaints and substantial CSAT improvements

Overview

The client is one of the biggest Indian fantasy sports platforms that allows users to play fantasy cricket, hockey, football, kabaddi, and basketball online.

Business challenge

As a growing business, the client sought solutions to streamline customer complaints and concerns so that they can be managed efficiently. As a sports-based platform that sees a lot of user enquiries coming in, the social engagement representatives were required to respond to multiple requests, thereby making it difficult to reply in real-time.

The solution

We provided a holistic, 360-degree engagement solution, optimizing best practices with a strong team, detailed approach, automation, and analytics.

Results

The customer satisfaction score climbed up to 76% from a mere 5%. Customers found the consolidated and integrated FAQ extremely helpful.

Our customer service team is currently handling 34% of the queries, which means we are responding sooner and making meaningful conversation.

The turnaround time decreased to less than half with the same team size. Swifter responses led to happy customers driving our CSAT to 84%.

Customer satisfaction score initially climbed by 71%

Happy customers ultimately drove up our CSAT score to 84%

Global locations

USA • UK • Canada • UAE • India • Philippines • Jamaica