UK
location
2009
founded
51-200
employees
Proactive Campaigns
- Uses the app to send bulk emails;
- Notify customers about issues;
- Enable support to communicate independently.
When Green Man Gaming’s support team needed a quick and efficient way to send bulk emails to customers, they found their solution in Proactive Campaigns by GrowthDot. The app helped them simplify communication, reduce internal dependencies, and respond to customer issues faster.
The customer service team was able to do it themselves. Like a self-sufficient kind of team to be able to contact customers.
How Green Man Gaming Enabled Self-Service Customer Outreach with Proactive Campaigns by GrowthDot
Green Man Gaming implemented Proactive Campaigns by GrowthDot to give its customer support team the ability to send proactive bulk emails directly from Zendesk.
Before adopting the app, support agents relied on marketing tools and manual coordination to communicate with customers about urgent issues such as pricing errors.
With Proactive Campaigns, Green Man Gaming was able to:
- Send bulk customer emails directly from Zendesk
- Reduce dependency on marketing and CRM teams
- Improve customer communication speed
- Enable support team autonomy
- Manage pricing issue communication more efficiently
- Simplify bulk outreach workflows
Could you quickly introduce yourself and your company?
I'm Kamil, a SVP of Operations at Green Man Gaming. I'm taking care of fraud, payments, and customer service. And we are gaming retailers.
Why Green Man Gaming needed bulk email communication in Zendesk?
To be able to reply to or send ad hoc emails to our customers regarding any issues or anything that customer service gets to know, as early as possible.
Why have marketing tools slowed customer communication?
We were using our email client or the marketing team's email tool.
How did you come across our Proactive Campaigns for Zendesk?
I was looking through the marketplace on Zendesk for something that has these features for bulk tickets or creating tickets.
Have you compared this application to other ones?
I think I did trial one more. I don't remember the name, but yes.
Why Green Man Gaming chose Proactive Campaigns by GrowthDot?
The first thing that we tried was the Suite Pro, the 3-in-one. Well, it's still kind of what we want, but you are not able to bill by the agent. So I had to go separately and get the Proactive Campaigns by itself.
How Green Man Gaming quickly implemented Proactive Campaigns?
Once it's installed, it's pretty much straightforward. And you do have a knowledge base with articles that are quite up to date with pretty much most of the issues that you would have. So it was kind of helpful. Even if I couldn't find it, your support agent would link to something that is similar and would help.
How Green Man Gaming uses Proactive Campaigns for pricing issue notifications?
I think the last one, we used it for a pricing error that we had.
So, customer service had to inform customers about a pricing error recently. We wanted to inform X amount of customers that the trading team gave us about any pricing errors on the website. So that was useful because the customer service team was able to do it themselves. Instead of going internally to a few teams to gather all the information and send that through the CRM, that marketing tool, they were able to do it themselves. Like a self-sufficient kind of team to be able to contact customers.
Was there anything that pleasantly surprised you about the product or the team?
Well, in general, what I mentioned is the support of the knowledge base articles that you have, which are quite up to date and very useful. And every issue that you might have on the platform, there is an answer.
And last time, I asked support, and the answer was the link to the knowledge base. And it pretty much answered my question. So I probably should have checked the base first.
Would you recommend Proactive Campaigns by GrowthDot for others?
For smaller teams that can afford to pay for every single agent, I would recommend it.
And I think with the add-on of Email Tracking, it might be very good (if you do actually have campaigns that you send often, and you need the reporting on that). For the way we are using it, we don't really need the very in-depth statistics. But yeah, if you're sending campaigns, then that's a very good add-on.
The Results
Using Proactive Campaigns, Green Man Gaming achieved:
- Faster customer outreach
- Improved support team autonomy
- Reduced internal communication bottlenecks
- Easier handling of pricing issue notifications
- Streamlined bulk email workflows
- More efficient Zendesk-based communication
The customer service team became more self-sufficient and responsive during customer-impacting incidents.
Final Thoughts
For Green Man Gaming, implementing Proactive Campaigns by GrowthDot simplified proactive customer communication inside Zendesk.
The app enabled the support team to send ad hoc customer notifications independently, reduce reliance on marketing tools, and respond faster to customer-impacting issues such as pricing errors.
By centralizing outreach workflows in Zendesk, Green Man Gaming improved operational efficiency and created a more self-sufficient support process.
FAQ
About Proactive Campaigns
Green Man Gaming needed a faster and simpler way for support agents to send customer notifications without relying on marketing tools.
The company used Proactive Campaigns to notify customers about pricing errors and other customer-impacting issues.
Yes. The support team became more self-sufficient and could manage customer communication directly inside Zendesk.
Yes. Green Man Gaming also highlighted the optional Email Tracking add-on for campaign reporting and analytics.
