Multilingual customer support at a global scale

Snapshot

Blueprint delivered and continues to operate a scalable customer support desk that elevates the customer experience and matches the continuing growth and success of our client’s online gaming and retail platform.

Our work

The problem

Our client develops and maintains a global online gaming and digital distribution platform that allows gaming companies to build, distribute, and sell games and digital resources to a vast internet community. As the platform flourished worldwide, customer support requirements increased to the point where service teams had accumulated a backlog of over 100,000 support requests with an average response time of nearly 6 months. At that volume, the inability to support customers began impacting customer retention, hindering sales to new customers, damaging partner relations, and harming the company brand.

The Blueprint Way

Our client develops and maintains a global online gaming and digital distribution platform that allows gaming companies to build, distribute, and sell games and digital resources to a vast internet community. As the platform flourished worldwide, customer support requirements increased to the point where service teams had accumulated a backlog of over 100,000 support requests with an average response time of nearly 6 months. At that volume, the inability to support customers began impacting customer retention, hindering sales to new customers, damaging partner relations, and harming the company brand.

Impact

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