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Tomas V.

Zendesk Expert | Founder of Plement

80-Agents’ Seamless transition to Zendesk

WoW Vegas, a leading social sweepstakes casino, struggled with inefficient tools, lack of a secure Help Center, and complex team workflows. By transitioning to Zendesk, implementing SSO-secured Help Center access, automating CX workflows, and providing team training, we streamlined operations, improved response times, and enhanced customer experience, ensuring seamless support for their 80-person team.

Gaming and Entertainment

Key Issues

Tool Selection Challenges
WOW Vegas management noticed a lot of inefficiencies with their tool and were looking for a better suitable tool for their 80 agents team.

 

Absence of restricted Help Center page with SSO login
Customers lacked a quick resolution

 

Lack of Expertise
The team had no tech resources to set up the new environment for their complex processes, which was a large 80-person team from different departments. They also needed guidance on setting up SSO and ticket distribution based on the ticket types.

Solutions

Business Needs Assessment and Process Mapping

Conducted a comprehensive assessment of WOW Vegas business needs to identify the CX objectives. Provided guidance to help them understand how Zendesk could address their specific needs.

 

CX Workflows

Workflows prioritized urgent inquiries, ensuring timely responses. Notifications and pre-defined templates improved communication and service quality, while collaboration tools streamlined team coordination.

 

Restricted Branded Help Center with SSO login

Developed a restricted branded Help Center with SSO login to provide customers with self-service options.

 

Training for the New Team

Comprehensive training sessions were provided to address the lack of expertise, equipping the newly established team with the skills needed to effectively manage the new systems and processes.

Tools used

  • Zendesk Support
  • Zendesk Guide

Timeline

  • Requirements Collection / Implementation / Testing / Onboarding

    4 weeks

Results

  • Streamlined Operations and Tool Efficiency

    WOW Vegas successfully transitioned to a more suitable tool (Zendesk), eliminating inefficiencies and enabling the 80-agent team to work seamlessly across departments.

  • Improved Customer Experience

    The restricted branded Help Center with SSO login empowered customers to resolve issues independently, reducing repetitive inquiries and improving satisfaction.

  • Faster Response Times

    CX workflows ensured urgent inquiries were prioritized, and automated notifications and templates enhanced communication efficiency.

  • Team Readiness and Scalability

    Comprehensive training equipped the 80-person team with the expertise to manage the new system effectively, fostering confidence and ensuring long-term scalability for their customer support operations.

  • Centralized and Secure Support System

    SSO implementation provided secure access to customer resources, streamlining ticket distribution and improving ticket handling based on inquiry types.

Testimonial

5.0
We couldn't be more pleased with the results.

We hired Plement to configure Zendesk for our business, and we couldn’t be more pleased with the results. Tomas demonstrated a deep understanding of the platform and quickly grasped our specific requirements. Communication was clear and timely throughout the project. The work was completed ahead of schedule, and the quality exceeded our expectations.

Garett

Project Manager at wowvegas.com

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