Challenge

Candivore, a gaming company based in Tel Aviv and known for its popular game Match Masters, needed customer support for their diverse player base. They required multilingual assistance in over 10 languages and had to handle a substantial volume of player tickets, particularly from high-value players. This led them to seek a solution that not only addressed immediate needs but also offered long-term scalability and flexibility.

Solution

TransPerfect Gaming emerged with expertise in customer support and multilingual capabilities, while implementing a flexible staffing model for rapid scaling, ensuring efficient resource allocation and cost-effectiveness. TransPerfect leveraged its global network of talent to addressed the language barrier and introduced diverse cultural perspectives, enhancing the overall customer support experience.

TransPerfect Gaming also took control of the entire customer support lifecycle, handling recruitment, training, management, and providing attractive career paths for agents. They seamlessly integrated quality assurance (QA) responsibilities into the customer support process, with the existing QA department playing a pivotal role in training while guiding customer support talent and translation.

Result

The implementation of TransPerfect Gaming’s solutions yielded impressive results for Match Masters. The ability to scale the customer support team rapidly optimized operational costs. Multilingual support and meticulous handling of millions of player tickets resulted in increased player satisfaction, especially among high-value players. Clear career development pathways contributed to higher agent retention, reducing recruitment and training costs. The integration of QA responsibilities enhanced overall service quality, maintaining a above 90% quality control threshold ensuring compliance with industry standards which contributed to the overall success of the game.