Case Study: NYX Gaming Group achieves 96% chat response within 10 seconds and unified omnichannel support with Zendesk

NYX Gaming offers omnichannel customer service with Zendesk

NYX Gaming Group, a leading digital gaming supplier serving hundreds of online casinos, faced an escalating customer service challenge after rapid growth and multiple acquisitions. Its 35‑person support organization was handling up to 20,000 monthly contacts across phone, chat, email and social channels using fragmented systems, while needing a solution that met the Division of Gaming Enforcement’s encryption and data requirements and supported heavy chat volume.

NYX standardized on Zendesk for Support and Chat, attracted by easy implementation, strong native reporting and fast in‑moment chat handling. The team became self-sufficient quickly (using only 10% of allotted professional services hours), centralized all channels and embedded a chat widget in apps that auto-populates device/player data. As a result agents seamlessly switch between channels, Facebook and email are unified into a single repository, and NYX consistently exceeds its 10‑second chat SLA (about 96% compliance), while improving feedback capture and planning to add Zendesk Talk and SMS.

NYX Gaming Group

Steve Ross

Head of U.S. Customer Service