menu

Support Bot Helps Gamers Resolve Issues Without Disrupting Play

Support Bot Helps Gamers Resolve Issues Without Disrupting Play
Gaming & Play

To receive one-on-one customer service and generate a support ticket, players simply type a command into the gaming community's chat platform

Kim Windyka
  • 16 august 2018

With a little help from customer service software Zendesk, popular gaming community Discord is helping its members resolve their most pressing issues quickly, without removing them from their favorite games. The platform integrated a Zendesk support bot that provides on-demand resolution of players’ problems.

To activate the system, users type “/support” and a description of their situation into the chat interface. A help desk ticket is automatically created and a support agent is then assigned to help the player resolve the issue directly, without interrupting game play.

Before the integration, the process was much less streamlined: game publishers were relegated to combing through discussions to find players in need, and then had to reach out to Zendesk themselves via email, text or phone. With upwards of 530 million messages a day, the support bot solution has streamlined and expedited the process considerably. Discord is also considering future uses for the integration, like platform-wide outage announcements.

Discord

Zendesk


Lead image: playing on the console stock photo from korobskyphe/Shutterstock 

With a little help from customer service software Zendesk, popular gaming community Discord is helping its members resolve their most pressing issues quickly, without removing them from their favorite games. The platform integrated a Zendesk support bot that provides on-demand resolution of players’ problems.

+Community
+discord
+gaming
+Gaming & Play
+post purchase & service
+retail
+support bot

Learn About Our Membership Services

Need Research Help?
As a member you can ask us any research questions and get complimentary research assistance with a 4-day turnaround. Reports inclde stats, quotes, and best-inclass examples on research topics.
Remain Informed & Strategic
We publish several trends reports each month. By becoming a member you will have access to over 100 existing reports, plus a growing catalog of deep topical analysis and debrief-style reports so you always remain in the know.
See Trends Come To Life
Meet your peers and immerse yourself in monthly trend and innovation webinars and discounted conferences.
No search results found.