Case Study: Nexon achieves a 114% increase in CSAT with Zendesk Guide

Nexon earned a 114% increase in their CSAT score with the Zendesk omnichannel solution

Nexon, a South Korean game publisher with more than 100 titles, needed to support tens of thousands of gamers worldwide while keeping service fast and organized across teams in California, the Philippines, Berlin, and remote locations. Before moving to Zendesk Guide and the Zendesk omnichannel solution, the company struggled to improve CSAT and internal operations while handling email, chat, and self-service for a growing player base.

Using Zendesk Support, Guide, and Chat, Nexon routed users to branded help centers, added live chat, and enabled self-service-first support across English, French, and German. After seven to eight months, Nexon’s CSAT rose to around 75 percent, a 114% improvement, and email responses were generally cut to 10 hours or less against an 18-hour SLA.

Nexon

Barry Schwartz

Associate Director of Customer Support