Case Study: Linden Lab improves user support and UX with Haptik

How Linden Lab Improved User Experience with Haptik

Linden Lab, the creator of Second Life, wanted to improve user experience and customer support for its residents without forcing them to wait for a support ticket. The company needed a faster, more accurate way to resolve issues, reduce the need for users to search a large knowledge base, and support both premium and non-premium users. Haptik’s chatbot, Boxy 5000, was introduced to help meet these needs on Linden Lab’s website.

Haptik implemented Boxy 5000 to automate high-volume support tasks such as creating tickets, reporting user issues, resetting passwords, and answering FAQs, while routing live support where needed. The solution helped Linden Lab handle 50,000+ conversations, support more than 28,000 users, and manage 2,500+ tickets, improving support efficiency and enabling proactive, real-time communication, including after hours.

Linden Lab

Dottie Linden

Support Operations Supervisor