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WOW Vegas is a social sweepstakes casino offering a vast selection of over 1,100 Vegas-style slot games and promotions.
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.
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.
4 weeks
WOW Vegas successfully transitioned to a more suitable tool (Zendesk), eliminating inefficiencies and enabling the 80-agent team to work seamlessly across departments.
The restricted branded Help Center with SSO login empowered customers to resolve issues independently, reducing repetitive inquiries and improving satisfaction.
CX workflows ensured urgent inquiries were prioritized, and automated notifications and templates enhanced communication efficiency.
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.
SSO implementation provided secure access to customer resources, streamlining ticket distribution and improving ticket handling based on inquiry types.
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
