Case Studies
Large Scale Game Publisher
Due to the large number of users, the average ticket number a day is large: and on a day when there was a malfunction we received more than 2,000 tickets in one day. We had thought it was impossible to handle, but with your help, things were sorted speedily. That was one of the moments I truly felt that we had made the right decision in our partnership.
Profile
| Employees | over 1,000 |
| Amount of tickets | 20,000 / month |
| Platform | GooglePlay/iOS/mobage*/GREE* |
| Contracted service with adish | 20,000 Japanese email support |
*Japanese local game platform
BACKGROUND
Our company had been facing difficulty in hiring customer support workers and managing shifts, and also felt our limit in capacity when a bug appeared on the game. Replying to the inquiries regarding the bug took more than a week.
WHY DID YOU CHOOSE US?
There were many merits; mostly the fact that outsourcing could cover things we could not.
RESULT
All sudden spikes in inquiries are now swiftly handled. Employees that had to worry about managing operators can focus on their main job in development.
With regular meetings and updates, we are able to keep up to date with user voices and understand them; rather than see them as tickets that need to be completed.
TESTIMONIAL
Due to the large number of users, the average ticket number a day is large: and on a day when there was a malfunction we received more than 2,000 tickets in one day. We had thought it was impossible to handle, but with your help, things were sorted speedily. That was one of the moments I truly felt that we had made the right decision in our partnership.
