5CA’s Guide to Scalable & Flexible Customer Support. Explore the importance of Peak Management, why it is a challenge, the 5CA approach, and more in this comprehensive guide.
Our Fan-Made Support approach
Discover how fan-made support boosts key metrics like resolution time, CSAT, and cost efficiency—plus a real case from a AAA gaming client!
Mastering the Peaks
Seamless Vendor Transition: Driving Support Excellence
Switching vendors in player support is no small feat, especially for a large gaming studio serving millions worldwide. The studio needed a rapid, seamless transition of its BPO provider without compromising support quality or continuity.
Multilingual Customer Support with 5CA’s AI Translation Services
CCP, a gaming leader, chose 5CA’s AI translation services for 24/7 multilingual support, reducing costs while maintaining over 90% satisfaction across languages. This strategic shift removed the need for native agents without affecting support quality or language PSAT scores.
How to achieve 30% automation, while increasing CX quality
Recharge.com, in its pursuit of excellence, collaborated with 5CA to enhance its customer support operations. Together, they implemented automation solutions, including dynamic intake forms, optimized ticket management, and automated workflows, to improve CRM efficiency and provide prompt customer support.
CCP × 5CA
CCP began with a couple of internal agents who provided in-game player outreach during those critical moments. They saw results fast. To ramp up and roll out across multiple languages, CCP partnered with 5CA.
GigSky × 5CA
GigSky originally handled their customer support in-house but needed to cater to customers traveling the globe, while staying within a conservative budget. 5CA offered 24/7 coverage using our shared agent model, allowing them to provide around-the-clock customer service at an affordable rate.
Recharge.com × 5CA
When Recharge started gaining momentum, they realized they needed to speed up their response time to their customers and implement multilingual support. For that, they joined forces with 5CA.
Psyonix × 5CA
Having recently surpassed 41 million players worldwide, sports-action hit Rocket League is on a roll and not slowing down anytime soon. For a game with such a player base and momentum in fostering a worldwide community of fans, building a solid player support structure is paramount. To answer players’ questions, resolve technical issues, and help players get back into the game as quickly as possible when something goes wrong.