![]() We quickly realized that we needed to revisit the number of people we had doing customer support. We saw a greater adoption of our product, and a lot of users using our product at the same time. We observed that people were more responsive, appreciative and willing to work with us collaboratively to solve their problems.Īs for evolution, the major disruption in our industry was COVID. When our customers saw that we were manually handling their queries, and added a level of personalization to the experience. Initially, people were getting an automated response and did not have great expectations from customer support. We spoke to a Technical Support Manager at BlueStacks to understand the challenges that they face on a daily basis.Īccording to Kristopher Rattansingh, “There has been a change in the dynamics of how customer support is done. How Customer Support has evolved in the Gaming industryīefore we dig deeper into how BlueStacks solved their problem of automating customer support, let us see how the customer support function has evolved in the gaming industry. This is when they decided to go with a Kommunicate chatbot. ![]() The aim was to also reduce the dependency on live agents who could not be available 24*7. The company’s aim was to ensure that the gamers have the best customer experience possible. Today, BlueStacks has a base of over a billion gamers from 100 countries around the world.īlueStacks has 400 employees across 20 plus offices in different countries around the world. Founded in 2011 in Silicon Valley, the company slowly evolved into one of the biggest mobile gaming platforms in the country. About BlueStacksīlueStacks has been in the gaming industry for over a decade now. This is the story of how BlueStacks and Kommunicate came together to solve the problem of providing lightning fast customer support, to gamers all around the world. When one of the giants in the industry faced a challenge in the form of increasing support queries, Kommunicate stepped in to answer the Call of Duty (No pun intended). With an expected Compounded Annual Growth Rate (CAGR) of 10.7%, we can expect this number to hit a trillion by 2030. The global gaming industry was valued at $202.6 Billion in the Year 2021. ![]() And by huge, we mean, extremely, extremely huge.
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