Case Study: Nexon achieves a 114% CSAT increase with Zendesk omnichannel solution

Nexon earned a 114% increase in their CSAT score with the Zendesk omnichannel solution

Nexon, the South Korean game publisher behind over 100 mostly free‑to‑play titles, needed to scale global customer support for tens of thousands of players while managing 200,000 tickets and 60,000 chat sessions a year across distributed, multilingual teams. Prior tools (another CRM and Outlook) failed to improve operations or CSAT, so Nexon sought a secure, easy‑to‑use omnichannel platform to streamline workflows, enforce SLAs, and deliver faster, more consistent player support.

Nexon implemented Zendesk Support, Guide, and Chat with multibrand help centers, self‑service‑first flows, in‑article ticket submission, JIRA integration, custom banners/branding, and automated triggers. Rapid onboarding and better workflows let agents route and resolve issues faster (typical email replies ~10 hours vs an 18‑hour SLA), improve training, and close tickets more efficiently—driving a 114% lift in CSAT to about 75% within eight months.

Nexon

Barry Schwartz

Associate Director of Customer Support