India’s Largest Social Gaming Platform WinZO Provides Winning Customer Support with Freshworks
The Indian social gaming platform leverages Freshworks’ modern, modular approach to building custom apps and uses automation to ensure real-time customer support
Mumbai, India - 2023-06-13
Freshworks (NASDAQ: FRSH) announced that WinZO, India’s largest social gaming platform with over 130 million registered users, has automated customer support and improved response time and customer satisfaction with Freshworks’ suite of CX products, Freshdesk™ and Freshchat™.
With over 130 million registered users, WinZO is known in India for its innovative and engaging game formats. The platform offers more than 100 games in 12 Indian languages. Seeking an easy-to-use and quick-to-implement solution to help drive support agent efficiency and offer real-time issue resolution, WinZO opted for Freshworks.
“Gaming is an experience-driven business, and the prompt resolution of user queries is extremely critical to our community. Freshworks has been a valuable technology partner in our journey toward that goal. Advanced functionalities provided by Freshchat automatically categorizes user queries and routes them to the right agents to provide reliable and satisfactory resolution in a time-bound manner,” says Aman Jain, Strategy & Growth, WinZO.
Freshworks’ IntelliAssign is among the advanced Freshchat features used by WinZO to improve the customer experience, automatically assigning incoming user queries to available agents based on queue lengths and available capacity minimizes wait time for their users. Robust analytics and performance monitoring reports help keep track of agent productivity. Automation rules and auto-response capabilities further reduce the workload on available agents by solving a high percentage of user queries without the need for an agent. WinZO also leverages user queries and feedback to enhance their product development process through data analysis.
With Freshdesk and Freshchat, WinZO has observed enhanced agent productivity, leading to improved customer satisfaction through prompt issue resolution.
“When you are gaming on a platform, the last thing you want is to wait around to get support,” said Karthik Rajaram, Vice President of Sales for Freshworks India. “The beauty of Freshworks’ solutions is the sheer adaptability. ‘Built for Bharat’ or the world alike, we believe that a product wins when its users feel heard and are supported in real-time; something which the Freshworks suite of CX products has helped WinZO achieve.”
About WinZO
WinZO is the largest social gaming and interactive entertainment platform in India. Launched in early 2018, the Company partners with third-party developers to host games on their Android app, where users can enjoy personalized multiplayer gameplay experiences. The platform is available in 12 languages, such as English, Hindi, Gujarati, Marathi, Bengali, and Bhojpuri, with over 130 million registered users. The WinZO platform facilitates over 4 billion micro-transactions per month across a portfolio of 100+ games. WinZO is focused on building an enthusiastic community of gamers and gaming influencers in Tier 2 – 5 cities in India. The Company envisions a future where the WinZO platform can deliver a culturally relevant and enjoyable experience in the Indian gaming ecosystem, monetized through a unique micro-transaction model.
WinZO, a series-C funded venture, has raised $100 million from Marquee gaming and entertainment investors such as Griffin Gaming partners, Courtside ventures, and Maker’s fund, all of whom made their first investment in the Indian start-up ecosystem through WinZO.
About Freshworks
Freshworks Inc. (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 65,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.
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