GAMIVO is committed to automating and scaling the business, and one of the measures directed toward achieving these goals was the implementation of a chatbot. Introduced with the KODA Bots platform, the tool definitely helps the support team and contributes to quicker customer service.
Customer service is one of the key issues for any company operating in the e-commerce industry. Customers expect quick communication and instant solutions to any issues that might arise. That also includes problems that are not directly related to the shop or platform in question. That is why GAMIVO has, since its beginning, attached great significance to building an efficient and professional support department. However, the dynamically growing customer base and the need to scale the business pose new challenges. That is why GAMIVO implemented a chatbot that could instantly solve the most common user problems. To reach this goal, cooperation with the KODA platform was established. Their solutions are already used by, among others, TVN, Santander Consumer Bank, and the Żabka Polska chain.
A chatbot designed specifically for GAMIVO was launched in the spring of 2021. Within 18 months of implementation, it was used by more than 120,000 people from all over the world, with whom the chatbot exchanged more than 2 million messages. Significantly, the automated consultant has resulted in the average number of conversations handled by support staff dropping by as much as 60 percent. As a result, the company has avoided the need to expand its team, despite the increase in the number of customers, which naturally also entails a higher number of queries.
“The bot created together with KODA has freed up more than half of the time that our consultants used to spend handling all the questions asked previously via chat on the platform. Today, on average, we engage in only 40 percent of such chats, and thanks to the data collected by the chatbot, we can handle them much faster,” explains Rafał Łowiński, who’s the head of GAMIVO’s customer service team.
Interestingly, the bot has also proved to be a great service for users for whom English is not their native language. Some customers are afraid of making a mistake and, consequently, avoid talking to the other person. In contrast, they do not have similar resistance and feel comfortable when there is a bot on the other side. Anyway, this tool is proving effective not only for solving users’ current issues but also for marketing activities, as it can suggest products of interest to customers.
“We are pleased that the GAMIVO chatbot is appreciated by our client, but even happier that the people for whom it was created – namely game and other digital product users – liked it,” emphasizes Ola Bilińska, a member of KODA’s management board.
