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

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

Nexon, a South Korean game publisher formed in 1994, supports tens of thousands of gamers worldwide across more than 100 titles. As its player base grew, the company needed a better way to handle customer service than its earlier CRM partner and Microsoft Outlook, especially while meeting strict security requirements and improving its CSAT score. It used Zendesk Support, along with Zendesk Guide and Chat, to support email, chat, and self-service across its global teams.

With Zendesk Support’s omnichannel setup, Nexon routed players to branded help centers, added live chat, and used Guide to improve ticket categorization and workflow. The company also integrated Zendesk with JIRA and marketplace apps, and added API-based banner notifications and game-specific branding. After seven to eight months, Nexon said its CSAT reached around 75 percent, a 114% improvement, and its teams generally responded to email tickets in 10 hours or less against an 18-hour SLA.

Nexon

Barry Schwartz

Associate Director of Customer Support