Case Study: Rovio achieves seamless in-game customer service and 90% one-touch ticket resolution with Zendesk mobile SDK

How Rovio provides seamless in-game customer service with the Zendesk mobile SDK

Rovio, creator of Angry Birds and a portfolio of popular mobile games, wanted to make customer support as effortless and on-brand as its gameplay. The challenge was to let players report issues without leaving the game—especially when a computer wasn’t available—and to offer customizable in-game support that feels native to each title.

Rovio implemented Zendesk’s mobile SDK and Support SDK to embed help and pull relevant help-center content directly into games. As a result, up to 85% of Nibblers players contact support via the SDK, one-touch ticket resolution reached as high as 90%, overall support volume rose (revealing previously missed conversations), and Rovio plans to include the Support SDK in all new games while continuing to collaborate with Zendesk.

Rovio

Ric Thorneycroft

Customer Support Manager