Case Study: Mr Green achieves 6% CSAT increase and omnichannel support across 12 markets with Zendesk Messaging

Mr Green bets on Zendesk to keep its customers satisfied

Mr Green is a Malta‑based online casino (156 agents) serving 12 markets in 8 languages that prioritizes both great gameplay and responsible gambling. The company faced the challenge of delivering consistent, empathetic, multilingual support across multiple brands and channels while proactively identifying and engaging at‑risk players and quickly integrating acquired teams—without a slow, code‑heavy support platform.

Mr Green deployed Zendesk’s omnichannel suite (Chat, Guide, Support, Talk), rolling it out market‑by‑market and linking proactive chat to its Green Gaming risk‑prediction tool and “risk speedometer.” The team also built a KYC app via the Zendesk API, used multibrand and configurability to experiment quickly, and expanded self‑service. Results: customer satisfaction rose from 80% to 86% (+6%), outreach to at‑risk players is highly well‑received, workflows and KPIs improved, and multichannel support now covers five brands and numerous communication channels.

Mr. Green

Jesper Kärrbrink

Chief Executive Officer