Customer Support

General Customer Support

Customer support is a vital part of any game, but if anything it is even more important to mobile games. Whether you use a ticket system (custom or industry-standard such as Zendesk), or simply an email box to handle your community's call for help, we will be available to provide round-the-clock support to those that need it.

Key fetures

  • Ticket target response time: from 2 to 6 hrs
  • 70-100 tickets and reviews for one manager during a shift
  • Tickets difficulty ranging system using Zendesk
  • Tickets and reviews tracking and analytics
  • Multi-language support for UK, US, RU, IT, PL, DE, FR, ES, NL, PT, BR, BA, HR, SR, HU, NO

Our advantages

Options for reply time limits:

  • CS team will reply to users in less than 24 hours, with an average waiting time below 12 hours during business hours.
  • CS team will reply to users in less than 12 hours, with an average waiting time below 4 hours during business hours.
  • CS team will reply to users in less than 2 hours, with an average waiting time below 60 minutes during business hours.

4.4 hrs
MEDIAN REPLY TIME
(EMAIL SUPPORT)

7.8 hrs
MEDIAN REPLY TIME
(STORE REVIEW)

General Customer Support

Tracking system: We track every type of problem the users report to understand the dynamics and trends of bugs/difficulties in the particular community.

An example of using Zendesk for Customer Support management

This Zendesk Explore shows the number of tickets created by hour in Happy Color, mobile app, where we cover Customer Support in four languages: Russian, English, Spanish and Portuguese.

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