"The journey with Zoho SalesIQ marks the beginning of a great era at Adjarabet. It has reduced our operational costs and improved our agents' productivityby three times."
- Nia Gogokhia, Head, Customer service, Adjarabet
Adjarabet, one of the largest gaming businesses in Georgia
One of the largest businesses in Georgia, Adjarabet is a gaming company that provides consultations for gaming platforms, services, account management, payment management, and more.
With 80% of their communication happening via digital channels, they wanted a medium for their customers to connect with them instantly, and that nudged them to get a chat solution.
"We didn't like the tool we used when I joined Adjarebet. So we moved to Zoho three months later. It's affordable, and we get up-to-date features that do not impact our costs. We got a dedicated account manager from SalesIQ who's always available when needed."
- Tsitsi Nozadze, Director of service operations, Adjarabet
Why doesn’t phone support suit the gaming industry?
Businesses might think call support could be the ideal solution for instant communication, but Head of customer service, Nia Gogokhia, disagrees.
"First of all, call support is the last century. Chat is the convenience our customers prefer.
"To put it candidly, our customer base will decrease if we don't provide chat support. It's not just a matter of convenience for our customers but also our agents. Agents can take only one call at a time if we provide call support. But now, with chat, our agents can handle a maximum of three customers (right now) at a time. It has reduced our operational cost and improved our agents' productivity by three times."
- Nia Gogokhia, Head, Customer service, Adjarabet
Implementing SalesIQ for Adjarabet
When they prospected SalesIQ, uptime was one of their primary requirements. Since the maximum downtime the gaming regulations allow in Georgia is two hours, they needed a solution to provide minimal downtime. Even during rare incidents, they'd need customer support from the vendor, who is available instantly to check and up the servers.
They've been using SalesIQ to handle their customer support for more than half a decade. This is what Gogokhia has to say about the product:
"I'd like to highlight three aspects in which implementing SalesIQ for Adjarabet has helped us provide the best support experience to our customers.
1. Uptime is critical for any business, and it's super critical for a gaming business; 80% of our communication happens through the digital channel. I like the way SalesIQ handles incidents, if any, and their support team is always available to help us stay online.
2. The flexibility that SalesIQ provides us is what makes our cooperation successful. The team is open to new ideas, and because our business requires custom modifications and faces unique challenges, they allow us to work together to find a solution.
3. We can always rely on the SalesIQ team for deliverables, and they commit to their promises."
- Nia Gogokhia, Head, Customer service, Adjarabet
One dashboard for all
It's a nightmare for any customer-facing team when the business is using multiple applications. That's especially true for the support team, as constantly switching tabs not only impacts their productivity but also affects their customers, increases their resolution time, and erodes their trust in the long run.
With SalesIQ's custom widgets, they have unified everything their customer support team would need in a single dashboard.
"We needed to have all critical customer information available in one space. SalesIQ's widgets have helped us achieve exactly what we wanted. By enabling the CRM reasoning widget, our agents don't have to go to the CRM every time to categorize the contact. If we've to make some changes in CRM, we can do it from SalesIQ itself. This easily impacts our average handling time and helps us save up to 20–25 seconds per chat conversation."
- Nia Gogokhia, Head, Customer service, Adjarabet
Resolving chat queries with SalesIQ's bot
They used to connect their customers directly to support agents if they wanted to chat. Because of the increased customer base and volume, they introduced SalesIQ's bot to this mix. Now, they're able to resolve 20–25% of their incoming chats without any assistance from the support agents.
They also track the bot's performance via SalesIQ's exclusive Bot Reports to identify the resolution and deflection rate and tweak the bot flow to improve efficiency. Since providing the best support experience is critical, Adjarabet required multiple custom enhancements, which they achieved with the SalesIQ bot.
"Another feature of the codeless bot that makes my life easy and helps me manage my frontline contacts every day is the option to convert chats into tickets, right from the chatbot interface, by integrating SalesIQ with Zoho Desk.Another feature of the codeless bot that makes my life easy and helps me manage my frontline contacts every day is the option to convert chats into tickets, right from the chatbot interface, by integrating SalesIQ with Zoho Desk."
- Nia Gogokhia, Head, Customer service, Adjarabet
Custom security requirements for gaming industries
JWT (JSON Web Token) authentication
When they were facing the hurdle of handling customer authorization, as per gaming regulations, they collaborated with SalesIQ to figure out a solution.
"If the customer is not authorized, we need to ask them additional questions to increase our handling time by 3-5 minutes per contact. If we ask more questions, they get frustrated. By enabling JWT authentication when we see the customer is already logged in, we decrease the number of questions to authorize them and reduce the handling time. Our faster service makes the customers happy."
- Nia Gogokhia, Head, Customer service, Adjarabet
Spam protection
Adjarabet is a well-known company in the gaming industry, which makes it a target for security attacks. During one such attack, the chats were triggered 100 times a minute to disrupt their support operations.
"When the attack happened, we immediately consulted with the SalesIQ team to devise a solution to identify such unauthorized customers. By identifying their device cookie, we could identify their device and browser and do IP analysis to block such spammers from causing disruption. This great feature allows us to manage our spam contacts."
- Nia Gogokhia, Head, Customer service, Adjarabet
Profanity management
Among the other custom functions, profanity management is one enhancement the Adjarabet team is happy about—when they receive an abusive image, it'll be automatically blurred.
Integration with IM/SM channels and mobile apps
Adjarabet integrated SalesIQ with their Facebook Messenger to attend to customers when they reach out via the social platform. A custom requirement was done exclusively for Adjarabet as they wanted to fetch the visitor's name from Facebook when they initiate a chat.
They're also using SalesIQ's mobile SDK, Mobilisten, in their mobile app to provide chat support to users.
"Though we've integrated with FB Messenger and our mobile app, around 72% of our chats come from mobile web pages. About 15–16% comes from our mobile app. Lately, however, we've been seeing an increase in the volume we get from our app, as it's convenient for users to get in touch with us from the app itself. The rest comes from our desktop webpage. SalesIQ has got us covered, whichever platform we're on, which makes it easy for our customers to get help."
- Nia Gogokhia, Head, Customer service, Adjarabet
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