Case Study: a US-based games publisher achieves faster player support and higher satisfaction with TELUS International

Cultural alignment & engagement drive superior player support & rapid growth

A US-based games publisher and developer faced the challenge of scaling its player support operations for global expansion while maintaining its unique games culture. To address this, they partnered with TELUS International to transition from an in-house to an outsourced model, seeking better and faster support in multiple languages.

TELUS International implemented a solution by recruiting passionate gamers to provide multilingual support via tickets, chat, and social media. By integrating gaming culture into the workplace and acting as the voice of the player, they achieved significant results. The partnership led to the immediate clearing of a large ticket backlog, a decrease in response time from days to minutes, and a consistent increase in player satisfaction scores from 3.9 to 4.34 out of 5.