Case Study: JOYCITY achieves a 51.58% reduction in first-response time with Zendesk

JOYCITY keeps players in the game with branded help centers and multi-language support

JOYCITY, a Korea-based game developer behind hits like FreeStyle, Rule the Sky and Gunship Battle, faced heavy, highly variable volumes of global player inquiries coming through region-specific channels (Naver Cafe, Facebook, Weibo, Twitter and in‑game menus) and in multiple languages. The company needed a scalable, centralized support solution to maintain consistent service levels during release-driven surges and to route multilingual, cross‑channel requests to the appropriate local centers.

JOYCITY deployed Zendesk Support and Guide to integrate in‑game and social channels via API, automate language-based routing (English, Japanese, Simplified and Traditional Chinese), and publish self‑service FAQs. The platform simplified scaling and agent onboarding across Korea, China, the Philippines and Japan, boosted per‑agent throughput, and cut average first response time from 44.61 to 27.62 hours (now 21.60 hours)—a 51.58% reduction—while the company prepares to roll out a VIP chatbot.

JOYCITY

Yeh Ji Choe

Global Business Team Manager