With its meteoric rise, Hutch Games faced significant challenges in managing the increasing volume of customer service requests. The company’s legacy email-based support system became inadequate, unable to efficiently handle the surge in queries and issues reported by players. This inefficiency not only strained their support team but also risked diminishing player satisfaction. Matt Knapman, Head of Customer Support at Hutch Games, noted the importance of addressing every player’s feedback, whether it involved a problem, a question, or general feedback, to maintain a competitive edge and to provide valuable insights to the development teams. The need for a scalable, effective, and integrated customer support solution was evident.
