Case Study: Stoiximan achieves 97% one-touch resolution and an 8% customer satisfaction increase with Zendesk

Stoiximan drives brand differentiation with a 360° view of the customer

Stoiximan (operating as Betano in international markets) is a fast-growing online gaming operator that needed to turn customer service into a competitive differentiator. Rapid expansion into multiple countries, high time-sensitive support needs (live betting), and fragmented tools for email, chat and phone made scaling, fast response and consistent experiences difficult.

Stoiximan implemented Zendesk (Support, Talk, Chat, Guide, Explore) to centralise channels—including chat, Viber and WhatsApp—customise the branded experience, integrate customer data and automate workflows. The result: a 100-person, 24/7 multilingual support operation handling ~95,000 tickets/month, an 8% rise in customer satisfaction, 97% one-touch resolution and improved SLA adherence, with plans to add self-service and multilingual dynamic content.

Stoiximan

Lefteris Klimentidis

Head of Customer Support