Case Study: Mr Green achieves a 6-point customer satisfaction increase with Zendesk

Mr. Green bets on Zendesk to keep its customers satisfied

Mr Green, an online casino founded in 2007 and serving 12 markets in 8 languages with 156 agents, needed to scale multilingual, multibrand customer support while also proactively addressing responsible-gaming concerns. The challenge was to deliver timely, empathetic service across channels and markets and to engage at-risk players without alienating customers.

Mr Green implemented Zendesk (Chat, Support, Guide, Talk and multibrand functionality), built a Green Gaming Prediction tool and risk “speedometer,” and added a KYC app via the Zendesk API to streamline verification. The omnichannel, configurable platform enabled rapid rollouts, proactive chat outreach, and better agent training; customer satisfaction rose from 80% to 86% (a 6-point increase) while support became more efficient and flexible.

Mr. Green

Jesper Kärrbrink

Chief Executive Officer