Case Study: Mr Green boosts customer satisfaction and proactive support with Zendesk Talk

Mr Green bets on Zendesk to keep its customers satisfied

Mr. Green, an online casino operating in 12 markets and eight languages, needed a scalable, multilingual support system and a way to proactively manage responsible‑gaming outreach for a diverse player base. To meet these challenges the company turned to Zendesk Talk and the broader Zendesk suite (Chat, Support, Guide and APIs) to unify channels and automate outreach.

Using Zendesk Talk alongside Chat, Support and Guide, Mr. Green built an omnichannel support stack, integrated its Green Gaming Prediction tool and automated proactive chat triggers and KYC workflows via the Zendesk API and multibrand functionality. The result: customer satisfaction rose from 80% to 86%, proactive responsible‑gaming messages were well received (about 90% appreciation), faster configuration and rollout across markets, and measurable improvements in agent efficiency and KPIs.

Mr. Green

Jesper Kärrbrink

Chief Executive Officer