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Are you experienced? Zendesk brings customer experience in gaming to the fore
Reading Time: 5 minutes
With more than 30 years providing unrivalled customer experiences to leading industry innovators, such as Mr Green, White Hat Gaming, Leo Vegas, Riot Games, Big Fish Games and more, Zendesk believes the need for gaming operators to establish strong and positive customer service processes is more essential than ever. Chams Ejjaouani Director of Marketing for the renowned customer service software company, explains how AI is shaping the experience of young players, their new gaming industry Roadshow in Malta and why Zendesk’s Omnichannel Customer Service platform is ‘beautifully simple’…
How is Zendesk developing its customer experience expertise within the gaming industry?
At Zendesk, we help our clients to deliver the best customer experiences. This is mainly done through our Omnichannel Customer Service platform. In our co-founder’s words, they wanted it ‘beautifully simple’ to make agents, managers and customers lives easier. When it comes to the gaming industry, we are already working with the best in class in term of Customer Experience to help them build the best gamers experiences. In a fast growing and evolving business world, Zendesk platform has been built to be open and flexible to adapt to every company’s need and avoid hidden developments costs and evolve when scaling a business.
What is the relationship between strong brands and positive customer experience – do you have to have a strong brand to deliver a positive experience?
You can have a strong brand, but you can destroy it with a bad customer experience in few minutes. This, in turn, will have a big impact on figures as clients will choose to go to that brand’s competitors. Once this happens companies can’t fight it and only time and heavy marketing investments can then rebuild brand awareness and customer trust.
These days, we can say that strong brands are strong because they propose a great customer experience. Digital Native and fast growing companies understood that quickly. They built their success around putting customers in the center of their interest since day one of their creation. With firms like Netflix, Uber, Airbnb, you can guess how their success is linked to their capacity to offer the best customer experience and keep their clients loyal and happy. This becomes even more key when scaling a business as if brands don’t use the accurate tools to support growth, things can quickly turn into a nightmare. What follows is managers, clients and agents suffer, as does turnover and retention.
Is it much harder to deliver a positive experience in a digital environment where no one actually physically interacts?
I actually believe it’s completely the opposite. Before digital, we could only interact with a brand by sending a courier, calling or going to the shops which is time consuming. The digital environment gives the opportunity to deliver greater experiences because businesses can now offer customers new channels to interact with and get quicker answers to their questions or requests. New tools like messaging apps, social networks and email offer the ability to quickly solve problems and moreover, they also allow customers to contact anytime, anywhere through their preferred channels.
When it comes to younger generations, such as millennials, our internal benchmarks showed that they generally prefer not talking to an agent but instead expect more interactions digitally giving them access to information easily. It’s what we call self-service. Sometimes, building a strong knowledge base alongside clearly optimised service and FAQs will allow a brand and its customers save time and money.
Gambling is a promiscuous environment where there is little brand loyalty – can you address this through delivering a good experience?
We become loyal to a brand when we have a good experience and the feeling that somebody is taking care of us. Both can be achieved by proposing a better experience, for example by reducing first time replies to an interaction (ticket). This shows customers that somebody is listening to their pain and is in the process of solving it.
A good customer experience will have a positive impact in reducing churn and retaining clients which is often made possible by giving them first the right channel to interact with a brand. By reducing First Time Reply and Ticket Solving, those will be having a positive impact on Customer Satisfaction and then Customer Experience.
What are the essential components of a positive customer experience?
There are many ingredients but one of the main points to begin with is embracing Omnichannel allowing customers to reach a company when they want. If a brand believes managing a series of different channels is too much, Omnichannel allows all those channels to be fully integrated as long as there is strategy in place where all parties rely on Self-Service. Building and proposing a strong knowledge base is one of the examples for self service. As much as a company may receive high volumes of tickets, it becomes more and more logic to have a closer look at Artificial Intelligence for Customer Service. AI shouldn’t be scaring brands. It’s something they should be incorporating to their Customer Service process to make agent’s life easier and focused on complex requests. By implementing AI, businesses will allow agents not to answer repetitive questions and tasks which is perfect for a fast moving industry like gaming where it’s mandatory to keep platforms open and flexible. This might sound obvious but think about all the costs that can be linked to any additional development or all the constraints inherent in a company’s inability to change aspects of their Customer Service platform. To deliver a positive customer experience, an API and App friendly platform is essential.
In your opinion what brand is the master of the positive customer experience – where can we find best practice?
In recent years there is a growing list of companies proposing exceptional customer experience with the majority being digital natives and apps. Brands like Uber, Airbnb, Deliveroo, Evernote and many others are successful in proposing a seamless customer experience because since the creation of the company, they put the customer at the center of their interest. Being customer centric gave them this competitive advantage and success we all know.
In the gaming industry, we also see some best-in-class brands including Mr Green, White Hat Gaming, Leo Vegas, Riot Games, Big Fish Games and many others. We are really proud to work with them as they all put the gamers at the center and we are happy to help them offer their gamers the best customer experiences. For example, Big Fish Games has reduced wait time by 16% in recent months whilst also seeing a 40% ticket deflection since using Zendesk.
How do you measure the impact of the customer experience – is it exclusively about retention and spend or is there more to it?
Many KPIs can be followed to improve customer experience with the most common being Customer Satisfaction (CSAT), First Time Response and Time to close a ticket. These maybe the most common but the most important thing is to define the ones that are suitable for each individual company.
For example, Mr Green has increased their CSAT by 8% after implementing an Omnichannel (Chat, Knowledge Base, phone and support) Customer Service strategy through Zendesk. That’s really huge and so it’s clear the impact can be direct by only tweaking certain areas of your customer service.
Can you tell us more about the event you are staging in May – what can people expect from it?
Our business is growing in Malta and especially in the gaming industry. We will be hosting our Zendesk Presents: EMEA Roadshow in Malta for the first time. This event will be a great opportunity to listen to the best-in-class client testimonials from our leading roster of clients and discover how they are acting on a daily basis to offer a better customer experience.
The Roadshow takes place on 7 May, 2019 and will finish with an afterwork to give the opportunity to industry experts networks and share knowledge with their peers.
To register for the Zendesk Presents: EMEA Roadshow in Malta, visit: https://joinevents.zendesk.com/profile/form/index.cfm?PKformID=0x52726abcd
Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Are you experienced? Zendesk brings customer experience in gaming to the fore
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POKERSTARS GALACTIC SERIES PAYS OUT MORE THAN €8 MILLION TO FRENCH, SPANISH AND PORTUGUESE PLAYERS
Reading Time: 2 minutes
Series and Main Event both exceed their guarantees
PokerStars’ has once again smashed expectations in Southern Europe, with the Galactic Series, one of its most popular series for players in France, Spain and Portugal, generating an €8 million prize pool, over €1 million above the guarantee. The prize pool was shared out across 261 events and more than 343,000 entries. The highlight of the series was the Main Event that paid out €365,025 to players across the three weeks.
GALACTIC STAR BATTLES FOR SILVER AND GOLD PRIZES
Throughout the series, players had the chance to get their hands on additional Silver and Gold Passes by opting-in to the Galactic Stars Battle. Players opted in for a PokerStars Ambassador, and all those who chose to support the leading Ambassador each week being entered into a freeroll to win a Silver Power Pass.
In Spain, captains ‘WilloelPillo’ and ‘and1ero’ saw a similar pattern. Willo was victorious in weeks one and three with 327,805 and 250,763 points respectively while Álex ‘and1ero’ Romero took the advantage in week two with 318,631 points and Esteban ‘estiwinho’ Pascual couldn’t reach the top spot in any week.
Silver and Gold Passes can be redeemed as entries to a range of PokerStars Live events throughout the year, including marquee stops at the European Poker Tour (EPT) and the PokerStars Open, which debuted this year and have provided players across Europe with world class poker at accessible price points with lively, grassroots-style atmosphere and entertainment. Closing out the season, EPT Prague starts December 3 and runs until December 14, and will be followed by PokerStars Open Cannes on December 16. Players with Gold or Silver Passes can redeem them for entries at both of these events.
“Once again, we’ve seen players from all over France, Spain and Portugal come together to enjoy the Galactic Series”, said Sandro Forleo, Head of Poker Operations for Southern Europe and Italy at PokerStars. “Our Mega Mystery events, where bounties can be won as soon as late reg closes, proved especially popular and continued to offer something new and enjoyable to players at all experience levels.”
The post POKERSTARS GALACTIC SERIES PAYS OUT MORE THAN €8 MILLION TO FRENCH, SPANISH AND PORTUGUESE PLAYERS appeared first on European Gaming Industry News.
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The eSports World Tournament FIFAe World Cup 2025™ Kicks-Off in Riyadh, Saudi Arabia on December 10!
Reading Time: 3 minutes
Commemorating the start of the tournament, a new in-game update arrives and fans can take part in a campaign launching today in eFootball
Konami Digital Entertainment B.V. (Konami) announces the FIFAe World Cup 2025 featuring eFootball. Kicking off on December 10th in Riyadh, Saudi Arabia, the official eSports tournament is hosted by FIFA® for a live audience and live streamed worldwide. This year marks the second edition of the tournament where a record of 90 countries and regions participated in the preliminaries totalling 16.51 million participants.
eFootball official website: konami.com/efootball…
FIFAe World Cup 2025 is an official eSports world championship co-hosted by Konami Digital Entertainment Co., Ltd. and the Fédération Internationale de Football Association (FIFA®). This year 12 national representatives emerged victorious from regional qualifiers and will now compete in the console and mobile divisions for the tournament’s highest honours and be crowned champions.
For the console division, it will be held in a 2v2 format with players participating in teams of three whereas the mobile division will be a 1v1 format. Both divisions will feature players from 12 different countries where they compete through a group stage and knockout stage before battling it out in the finals.
To celebrate the start of the tournament, users can participate in an eFootball campaign and can obtain free special items. Logging in during the campaign period rewards users with different items.
Additionally, users also receive one player item each day from a curated special player list. Users can also take on a Squad Challenge Event where clearing challenges with specific rules will reward them with various items. The campaign period is from December 4th – December 18th.
Coinciding with this campaign, a new game update has been implemented to adjust game balance and adds various features and gameplay elements to enhance the experience. A new particular feature analyses in-game player tendencies and adds an “Advice” feature where players and coaches provide feedback in real-time that could serve as a catalyst for improvements in tactics.
Another feature is the “Analysis” which aggregates and analyses the results of each user’s last 10 PvP matches and visualises their playstyle via comparison graphs and data against opposition from Division 1 – Division 4 users.
Also being introduced to this update is Ronald Koeman receiving the “Link-up Play” feature. Ronald Koeman possesses the “Aggressive Centring A” Link-Up where the “Centrepiece” is in possession of the ball, the “Key Man” will actively make runs towards goal from crosses. Activating this Link-Up increases the accuracy for high and low crosses as well as direct shots from those passes from the “Centrepiece” to the “Key Man”. Legendary player items such as “Epic: David Beckham” and “Epic: Jan Koller” meet the activation conditions and are now available in-game from December 4th – December 11th.
Other features and improvements include:
- “Auto Control” which allows the AI to take control when the user is not actively playing. • Adjustments in speed and acceleration for defenders by reducing the extreme disparities against speedy players.
- Acceleration during latter periods of a match with decreased stamina has also been fine tuned to allow players with decreased stamina to maintain their reaction speed even with a reduced stamina.
- Alterations to the “Defensive Awareness” parameter where defenders with high “Defensive Awareness” can now keep up with opponents more effectively even if their acceleration stat is lower.
Access the viewing page from ‘eFootball’ and watch the broadcasts for the Console Division and Mobile Division to earn up to 2,500eFootball points.
Day 1-3
- Console / Mobile
- Viewing Reward: 500 eFootball Points
Day 4 Final
- Console:
- Viewing Reward: 1,000 eFootball Points
- Mobile:
- Viewing Reward: 1,000 eFootball Points
The post The eSports World Tournament FIFAe World Cup 2025™ Kicks-Off in Riyadh, Saudi Arabia on December 10! appeared first on European Gaming Industry News.
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S8UL launches India’s first-ever FGC Talent Hunt Program to discover the next stars in Tekken 8 and Street Fighter 6
Reading Time: 2 minutes
A total of six players will be selected for the six-month program, running from January to June 2026, following the finals of the talent hunt
Selected athletes will receive professional coaching, fully funded participation in Tier-1 international tournaments, complete travel support, a monthly stipend, and integration into S8UL’s content ecosystem
Mumbai, December 4, 2025: S8UL, a global powerhouse in esports and gaming content, has announced a landmark initiative for India’s fighting game community (FGC) with the launch of a first-of-its-kind Talent Hunt Program for Tekken 8 and Street Fighter 6. Running from January to June 2026, the six-month program aims to identify and develop India’s next breakthrough fighting-game athletes through a structured, high-performance ecosystem and position the country prominently on the global FGC map.
Unlike traditional talent hunts, S8UL’s initiative is designed as a development pipeline, focusing on long-term athlete growth rather than one-off competition. From a wide pool of participants across the nation, a total of six players, including two for Tekken 8 and four for Street Fighter 6, will be scouted and selected solely based on their performance in the nationwide qualifiers and finals.
Selected players will receive one of the most comprehensive support structures ever provided in India’s competitive FGC space, including:
- A dedicated professional coach for each game throughout the six-month program
- Fully-funded participation in a minimum of three international Tier-1 tournaments
- Comprehensive travel support covering flights, accommodation, meals, local transport, and tournament registration
- A monthly stipend to ensure athletes can focus entirely on training and performance
- Integration into S8UL’s industry-leading content ecosystem, offering visibility, narrative-building, and community reach to both the players and the fighting game titles
Speaking about the program, Animesh Agarwal, Co-founder and CEO, S8UL Esports, said, “India’s fighting game community has shown tremendous potential but players have rarely had access to a structured environment that supports long-term growth. Through this Talent Hunt Program, we want to change that by giving selected athletes professional coaching, international tournament experience, and the day-to-day support they need to improve. This is not just a short-term project for us—it’s the beginning of a sustained effort to help build a strong foundation for fighting games in India and give our players a fair chance to compete on the world stage”
S8UL today stands as the only Indian esports organization competing across nine leading titles, and it has begun establishing a strong foothold in fighting games as well. After becoming the first Indian team selected for the Esports World Cup’s Club Partner Program, S8UL competed in qualifiers for titles such as Fatal Fury and Tekken 8, underscoring its long-term commitment to the FGC ecosystem.
S8UL’s state-of-the-art gaming house is one of India’s most advanced training and content facilities built to global esports standards. The setup includes structured training schedules, dedicated practice zones, content studios, analytics support, and a high-performance environment that drives discipline and growth. For the FGC Talent Hunt athletes, this access will be transformative. They will train like professional competitors while also learning to build their personal brands through content, storytelling, and community engagement, preparing them to become both top-tier players and future esports personalities.
With fighting games gaining momentum worldwide through major events such as EVO, the Esports World Cup, and the Asian Games, S8UL’s initiative arrives at a crucial moment for the Indian esports ecosystem. The Talent Hunt Program is poised to play an important role in positioning India as a rising force in the global FGC landscape.
Players interested in participating can register here – start.gg/tournament/s8ul-gauntlet/details?utm_source=ig&utm_medium=social&utm_content=link_in_bio&fbclid=PAdGRleAOeRm5leHRuA2FlbQIxMQBzcnRjBmFwcF9pZA8xMjQwMjQ1NzQyODc0MTQAAacpQXYhiJrLqlKmzwd17yHb8kmDHaXK8HAYTh5ltYtSyZqF5OSnaP6oHxgrtw_aem_ps-_uz-8aMSR5Nqa3IgPjA
The post S8UL launches India’s first-ever FGC Talent Hunt Program to discover the next stars in Tekken 8 and Street Fighter 6 appeared first on European Gaming Industry News.
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