Case study

    60%
    fewer chats handled by consultants

    120 000
    customers from all over the world used chatbot in 18 months

    Market background

    The video and online gaming market continues to grow by about 20% year on year. According to data from the “Global Entertainment & Media Outlook 2022-2026” report, it is expected to reach USD 235 billion in 2022, and go beyond USD 320 billion in the next four years. GAMIVO is a Polish website for gamers that features video games and other digital goods, including gift cards to popular stores. It is visited by customers from all over the world who search for low prices and high quality.

    Today, GAMIVO has more than 1,000 suppliers and 4 million registered users who carried out nearly 7 million retail and wholesale transactions. They focused and continue to focus primarily on digital games, software and gift cards. The exponentially growing number of customers translates into more inquiries to GAMIVO, whose consultants use the Zendesk system for end-to-end customer service across multiple channels on a daily basis.

    Business objective

    The business need was therefore clear – to support consultants in answering the most frequently asked questions that do not require their input. 

    The English-language chatbot therefore had to:

    • be equipped with a knowledge base covering the full spectrum of customer needs,,
    • be integrated with the Zendesk system so that the conversation can be intercepted by a consultant if necessary or at the customer’s request
    • be integrated with the GAMIVO database, where all information about users, their transactions and currently purchased products is collected.

    How did we work?

    Stage 1

    Conversation analysis and extracting the most frequently asked questions

    A problem with logging into a game, a problem with payment, a problem with finding a place to enter a code in a purchased game – these are just some of the hundreds of issues that customers turn to GAMIVO with. With access to archived conversations held with customers in the Zendesk platform, we were able to quickly filter through thousands of conversations and extract threads that accounted for more than 80% of all queries handled by GAMIVO’s customer service team. This enabled the preparation of a database of answers to questions and the basis of a set of nat

    Stage 2

    Analysis of systems to which the chatbot should be connected

    The goal for the project involved active GAMIVO customers who are logged onto the website. To be able to match the content in the conversation to a specific user, we connected our systems in such a way that logging onto the GAMIVO platform allows the chatbot to retrieve the data that is needed to handle the question from the customer’s profile. This way, the user didn’t have to mention the product he or she was asking about, but could simply select it from his or her shopping list. Another key system was the aforementioned Zendesk, where a ticket is only created when a user requests to talk to a consultant.

    Stage 3

    KODA platform configuration and testing

    Based on the customer needs mapped together with GAMIVO and the confirmed integration plan, we began our work. The chatbot structure that was prepared factored in, among other aspects, the breakdown of information by game and other product manufacturers so that the answers given by the bot would be tailored to the specific platform (e.g. Xbox, PS, PC, etc.) through which the user wants to use the product or a particular title. The implementation work, as with any similar solution, therefore included the input of content into the chatbot, configuration of NLP rules, integration of systems, and a series of tests to check both the correctness of answers to questions asked and the exchange of data.

    Stage 4

    Publication and ongoing operation of the chatbot

    The chatbot was fully managed by the GAMIVO team even moments before its launch, and remains so to this day. From the initial discussions to publication, the entire project was completed in just 8 weeks, and from the very beginning, the chatbot was ready to automatically answer more than 80% of customers’ questions.

    Results

    Within the first 18 months of implementing the chatbot for GAMIVO customers:

    • it has been used by more than 120,000 customers from all over the world they have already initiated 200,000 conversations, during which more than 2,000,000 messages have been exchanged.
    • the number of chats handled by consultants has dropped by more than 60% from an average of 4,500 to about 1,900 each month
    • each ticket in Zendesk that should be handled by a consultant already has a set of information entered by the customer in the conversation with the bot – also screenshots, if any 80% of the issues raised by customers relate to only a few of the key needs, including checking the order status, directions for entering the code purchased, and the GAMIVO SMART program, which offers additional benefits to the platform’s users.

    Benefits of implementing a KODA Chatbot

    We act as a platform through which products from many suppliers are sold. It is therefore natural that some of the issues reported to us need to be verified directly with them, and decisions regarding them and our customers should be made only on the basis of the information compiled. Another interesting phenomenon we have observed is that our customers, who come from different parts of the world and do not always speak English perfectly, are not uncomfortable talking to the chatbot. Unlike in the past, they don’t feel embarrassed by any deficiencies in their vocabulary – they know they are talking to a chatbot and it’s not a problem for them – on the contrary, they just want to get their issue resolved, and their comfort in communicating with us has clearly improved.

    The chatbot, created together with KODA, freed up more than half of the time our consultants were spending handling all the questions we were previously asked via chat on the platform. Today, we engage in an average of as few as 4 chat conversations for every 10 contacts, and with the information collected by the chatbot, we can handle them much faster. Before we decided to automate the answers to some of the questions asked, sometimes our customers would run away from the queue without getting an answer. Today, the response to their need is immediate.

    Rafał Łowiński
    Head of Customer Service @ GAMIVO

    We act as a platform through which products from many suppliers are sold. It is therefore natural that some of the issues reported to us need to be verified directly with them, and decisions regarding them and our customers should be made only on the basis of the information compiled. Another interesting phenomenon we have observed is that our customers, who come from different parts of the world and do not always speak English perfectly, are not uncomfortable talking to the chatbot. Unlike in the past, they don’t feel embarrassed by any deficiencies in their vocabulary – they know they are talking to a chatbot and it’s not a problem for them – on the contrary, they just want to get their issue resolved, and their comfort in communicating with us has clearly improved.

    We’re delighted that both GAMIVO and their customers – gamers and digital product users – value our chatbot. Our primary focus is ensuring these end-users receive precise, concise, and tailored information. GAMIVO exemplifies an ideal partner, leveraging KODA’s versatility not just for customer support, but also for product promotion at the start of each interaction.

    Aleksandra Bilińska
    Head of Business Partnerships @ KODA