Case Study: Stoiximan achieves a 360° view of the customer and improved CSAT with Zendesk Talk

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

Stoiximan, a leading online gaming operator in Greece and several other European markets, faced a fast-growing, time-sensitive customer environment where small interruptions could lose players and damage loyalty. To centralise fragmented email, chat and voice tools and scale support across markets, Stoiximan adopted Zendesk Talk alongside Zendesk Support, Chat, Guide and Explore to get a 360° view of the customer and support real‑time channels like Viber and WhatsApp.

Using Zendesk Talk and the wider Zendesk suite, Stoiximan customised branded live chat, integrated its customer database and Jira, and leveraged analytics, triggers and automations to optimise staffing and workflows. The result: customer satisfaction rose by 8%, one‑touch resolution reached 97% across roughly 95,000 monthly enquiries, 77% of emails met SLA targets, and Stoiximan consolidated all interactions on a scalable platform while expanding to 24/7 support in four languages.

Stoiximan

Lefteris Klimentidis

Head of Customer Support