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

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

Nexon, a South Korean games publisher with more than 100 titles and a global player base, faced a large, distributed customer‑service operation that handled roughly 200,000 tickets and 60,000 chat sessions a year across multiple languages and locations. Using disparate tools (including Outlook) left CSAT scores low and made it hard to scale consistent, timely support across central, outsourced, and game‑specific teams.

Nexon implemented Zendesk’s omnichannel stack—Support, Guide, and Chat—using multibrand help centers, self‑service first, live chat, enforced SLAs, workflow automations, and integrations with JIRA and other apps. Within seven to eight months CSAT rose 114% to about 75%, average email response times fell to roughly 10 hours (vs an 18‑hour SLA), and agents (110 support / 60 chat) achieved faster routing, better ticket categorization, and more efficient issue resolution.

Nexon

Barry Schwartz

Associate Director of Customer Support