Zendesk is partnering with Discord to improve its customer support for gamers. The fast-growing, free chat app is home to over 150 million users, making it the perfect bed to connect game developers and publishers to their customers.
The integration of Zendesk into Discord will allow game publishers to offer customer support to gamers directly from its user interface. Agents can then track, solve, and report customer service issues without having to interrupt the customer’s gaming experience. This will hopefully circumvent the issue many players face with having to navigate an obscure side of a game’s website to get their issue resolved.
This partnership represents another segment being added to Zendesk’s omnichannel service. The omnichannel service makes use of various channels, from email and chat to phone and messaging apps, to help customer service teams manage communication with customers.
“The Discord integration is one of the first-of-its kind in the gaming industry, and another example of how Zendesk enables companies to engage with customers where they are,” says Mikkel Svane, Founder and CEO of Zendesk. “Gaming companies are now able to engage with their customers on the most popular gaming communications channel without interrupting their experience.”
Another key benefit to this partnership involves the increased focus on expedited service. In other words, game developers are able to engage and connect with players in new ways, faster than ever. A glitch can be reported to the game’s customer service team in real-time for instance, which is valuable feedback.
”Everything at Discord is focused on how we improve gaming experiences for our superfans and seamless customer support is a huge part of that,” says Eros Resmini, Chief Marketing Officer of Discord.
According to Zendesk’s own Benchmark data, customers supported via an omnichannel experience 31 percent faster first resolution times. This efficiency works two ways; it ensures that gamers can get back to their game faster, and it means that agents can resolve a larger volume of support tickets.
“This Zendesk integration takes advantage of valuable real-time communication with customers and allows game makers a modern, more efficient way to support their players,” says Resmini.