Case Study: Stoiximan achieves 97% one-touch resolution and 8% higher CSAT with Zendesk Messaging

Stoiximan drives brand differentiation with a 360° view of the customer

Stoiximan, a major online gaming and betting operator in Greece and across several European markets, needed a scalable customer support strategy as it expanded. The team was juggling separate systems for email, chat, and phone, making it hard to manage conversations and keep a consistent customer experience. Stoiximan turned to Zendesk Messaging and the Zendesk Suite to centralize support and gain a 360° view of the customer.

Using Zendesk Messaging, Stoiximan implemented multichannel support across chat, voice, email, and social apps, along with custom branding, integrations, and analytics tools to improve routing and staffing. The results included an 8% increase in CSAT, a 97% one-touch resolution rate, and the ability to handle roughly 95,000 tickets per month from a single platform.

Stoiximan

Stathis Loverdos

Director of Services