nordeus

Nordeus Automates Away 40% of Their Support Costs

Nordeus - Featured

73%

Automation

45%

Issues Resolved Without Agent

40%

Reduction in Outsourcer Costs

94.9%

User Intent Accuracy
Nordeus - Overview

Overview

Nordeus, an independent gaming company, embarked on a transformative journey with Helpshift to automate their player support services. Founded in 2010, Nordeus quickly rose to popularity with their first title, Top Eleven, becoming the world’s most successful football management game on mobile. As the game’s player base expanded, so did the volume of service inquiries, prompting Nordeus to seek innovative solutions to support their growing community efficiently.

The Challenge

By 2018, Nordeus faced an overwhelming influx of 12,000 monthly player issues, with spikes reaching up to 20,000 during peak periods. The challenge was not just the sheer volume but also the company’s commitment to providing a high-quality support experience to all players, regardless of their level of investment in the game. With a support team consisting of 2 in-house employees and 29 outsourced agents, the financial and operational strain was evident. Nordeus needed a scalable solution that could handle the increasing demand without compromising on player satisfaction or incurring prohibitive costs.
Nordeus - Challenge

The Solution

Nordeus turned to Helpshift, a leader in service automation, to develop a digital customer service platform centered around automation and bot technology. The initiative began with an in-depth analysis of current inquiries to establish a set of common player issues. Helpshift’s technology enabled Nordeus to create a sophisticated intent classification model that reached a 94.9% accuracy rate, laying the groundwork for effective automation.

The implementation of custom microbots was the next step, with the first two bots deployed by February 2019. Over the following year, Nordeus developed an army of 28 bots, each designed to resolve specific player issues efficiently. These bots were flexible, easy to adopt, and could be deployed in stages, ensuring that players received timely and relevant support. Throughout this process, Nordeus adhered to best practices in automation, such as maintaining simplicity in bot design, being transparent about bot interactions, and using rich media to enhance the player experience.

The Results

The automation strategy yielded remarkable results. By June 2020, 73% of all inquiries were at least partially managed by bots, and 45% were fully resolved without any human intervention. This leap in automation enabled Nordeus to achieve a 40% reduction in outsourced support costs between November 2018 and November 2019, significantly lowering their operational expenses while maintaining a high level of player satisfaction (CSAT). The success of this initiative has set the stage for further advancements, including supporting more languages, developing richer bots, and diverting more web and email inquiries to in-app support.

Nordeus’s partnership with Helpshift has not only transformed their approach to player support but has also aligned seamlessly with their vision of scaling efficiently while delivering exceptional service to their community.