Kinguin’s team uses chat ratings, post-chat surveys, and satisfaction statistics to monitor customer happiness. To provide an excellent customer experience, companies need to gather feedback about their service. On top of that, we can set the number of conversations that an agent can have at the same time or assist other agents when they require help from a more experienced colleague.” Michal Haze, Kinguin Keeping customer satisfaction high “We can easily assign employees to the proper channels. When it comes to keeping track of key metrics, they have a whole team dedicated to monitoring them. They’re prewritten, customized messages that invite visitors to chat. This allows them to look up statistics for types of questions from customers. As far as specific features go, they use chat tags to label their chats. Kinguin’s team uses LiveChat on desktop, and they’ve also implemented it inside the Kinguin mobile app available on Android and iOS. Michal Haze, Kinguin How Kinguin utilizes LiveChat We also want to improve their satisfaction rate. We will certainly put more effort into this area and keep on developing bots - we want to make them more advanced, more human-like. It has significantly helped us assist more customers and received mostly positive feedback from the users. Kinguin’s agents have constantly decreased first response time to improve the customer experience, and they created Dave the Chatbot to do that. Customers can pick the type of issue from the pre-chat survey, and they immediately get to the right agent specialized in the case. Kinguin decided to create departments inside their customer service team. They provide help in 16 languages so users worldwide can easily talk about their issues. Those agents serve around 6,000 chats weekly, 24/7. Their team consists of approximately 30 LiveChat agents available every day. Today, chat is the main source of contact for Kinguin’s customers. The solution How does Kinguin improve customer satisfaction? Michal Haze, KinguinĪpart from that, Kinguin paid attention to the following aspects:Īfter testing numerous chat vendors, Kinguin tried LiveChat, which suited its needs best. It was crucial for us that LiveChat is easy to use and convenient for customers. We were looking for the most appropriate software.
Head of Customer Experience at Kinguin, Michal Haze, explained: While it was quite effective, Kinguin still wanted to provide help more quickly. Before Kinguin decided to use LiveChat, it assisted users through tickets.
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