How Green Man Gaming made customer service more self-sufficient with Proactive Campaigns

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. The app helped them simplify communication, reduce internal dependencies, and respond to customer issues faster.

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.

What was the biggest challenge you faced before using the Proactive Campaigns?

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.

How were you handling it before downloading the application?

We were using our email client or the email tool that the marketing team is using.

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.

What made you choose to go with Proactive Campaigns?

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.

Was it difficult to set up the application and start to work from your user perspective?

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.

Could you give me a case scenario on how you use the app? Some specific example?

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 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.