Case Study: NYX Gaming Group achieves 10-second chat first responses and streamlined omnichannel support with Zendesk Messaging

NYX Gaming offers omnichannel customer service with Zendesk

NYX Gaming Group, a leading digital gaming supplier whose titles appear in hundreds of online casinos, faced growing customer-support complexity after multiple acquisitions. A 35-person team was handling roughly 20,000 tickets a month across phone, chat, email and social channels using disparate tools, while meeting Division of Gaming Enforcement encryption rules and a heavy chat volume that demanded faster, consistent responses.

NYX centralized on Zendesk (Support and Chat, with Talk/SMS planned), quickly implementing an easy-to-learn platform that consolidated channels, fed player/device data into tickets, and delivered robust reporting. The result: a self-sufficient rollout, faster troubleshooting, improved CSAT, and industry-leading speed—about a 10-second average chat first response and 96% of chats meeting their 10-second SLA.

NYX Gaming Group

Steve Ross

Head of U.S. Customer Service