The studio faced significant challenges in maintaining rapid response times and efficient resolution of in-game bugs and player support queries. Their in-house team, constrained by limited hours and single-channel focus, struggled to keep up with the growing number of support requests, particularly as the player base expanded internationally. The need for multilingual support also posed a challenge in maintaining seamless communication and providing timely solutions.

Horatio implemented an omnichannel QA and player support system using Klaud and Zendesk, enabling the company to address player queries across multiple platforms. By analyzing player behavior and support queue data, we developed customized strategies to optimize ticket prioritization and reduce response times.

Our solution not only improved bug resolution speed but also enhanced player satisfaction. The studio expanded its international support operations, providing 24/7 coverage through Horatio's dedicated team. Regular feedback loops between Horatio, the studio, and the support teams facilitated continuous process improvements.

Overall, Horatio’s impact is evident in the substantial decrease in ticket volume and improved response times. This efficiency in handling tickets contributes to a better player experience and enhances the support team's ability to address issues promptly.