Case Study: Big Fish Games achieves 16% reduction in wait time and 40% ticket deflection with Zendesk

With Zendesk, Big Fish Games reduced wait time by 16%

Big Fish Games, a publisher of more than 5,000 titles across 29 brands, faced rapidly rising support volume and a shift from desktop to mobile that made fast, contextual help essential. The operations and customer support teams set out to dramatically cut response time and boost self‑service while evaluating a dozen-plus CRM and support platforms.

They chose Zendesk (Support, Guide, Mobile SDK, Multibrand and Marketplace apps) to deliver mobile‑optimized help centers, in‑app ticketing with app/device context, light agents, and automated responses. Within a year Big Fish achieved 40% ticket deflection, reduced average wait time by 16%, increased agent productivity by 5.15%, and gained deeper SLA tracking and analytics across all brands.

Big Fish Games

Jeremy Fair

Sr. Manager of Operations Business Systems