Case Study: Leading Fastest-Growing Online Gaming Company boosts customer satisfaction with MattsenKumar

How Vernacular Customer Support Helped Fastest Growing Online Gambling Player Boost Customer Satisfaction Scores

Leading Fastest-Growing Online Gaming Company partnered with MattsenKumar to improve customer support as rapid growth in India and Asia began driving negative reviews, poor service experiences, and rising pressure for reliable support across voice, chat, and email. The company also needed a partner with strong data security measures and vernacular language capability beyond its existing Hindi and English support.

MattsenKumar analyzed service quality gaps and key CX metrics, redesigned the evaluation process, and deployed a 25+ agent multilingual support team for five vernacular languages across voice, email, and chat, while maintaining robust data security protocols. Within two months, MattsenKumar handled 508 chats, 9,642 emails, and 8,455 phone queries, achieved an average handle time of 8 minutes 13 seconds, a 89% quality score, and a 3.5% call abandon rate versus a 5% industry average, resulting in a significant boost in CSAT.