Case Study: Kinguin achieves 97% customer satisfaction with LiveChat

Kinguin Makes Livechat Their Main Communication Channel and Reach 97% of Customer Satisfaction

Kinguin is a global video-game marketplace founded in 2013 with over 6 million customers that wanted faster, more accessible support than traditional ticketing. Their priorities included quicker response times, measuring customer satisfaction, collecting user data, integrated chat, attractive design, and customization to improve engagement.

They adopted LiveChat as their primary channel, running 24/7 with ~30 agents, handling about 6,000 chats weekly in 16 languages, plus an in-app chat and a chatbot (“Dave”) to cut wait times. With features like departments, chat tags, automated messages and dedicated analytics and surveys, they support 25,000+ users monthly and maintain a 97% customer satisfaction rating (versus a 54% global average), while aiming for even higher scores.

Kinguin

Michal Haze

Head of Customer Experience