Case Study: DICE achieves seamless multilingual fan support with Premium Plus and Zendesk

Premium Plus takes DICE to new heights of fan service

DICE, a London-based online ticketing platform, faced significant challenges supporting its rapidly growing international, multilingual user base with an inefficient customer support tool. The problem escalated during the pandemic when a flood of ticket cancellations and refund requests overwhelmed their team, leading to fan frustration and agent burnout. To address this, they partnered with vendor Premium Plus to migrate to a more advanced platform.

With the help of Premium Plus, DICE seamlessly implemented Zendesk, which provided an integrated, multilingual support environment. This solution eliminated inefficiencies, giving agents a clear view of priorities and allowing fans to easily access help articles in different languages. The result was a vastly improved fan experience and more efficient support operations. Premium Plus ensured a smooth migration of over 3.3 million tickets with minimal disruption, enabling DICE to handle its growing customer base effectively.

DICE

Izzy James

Head of Fan Support