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Delivering A Friction-Free Experience for the Digital Customer

MoPlay’s Need For Conversocial’s Zendesk Ticket Connect Integration

MoPlay needed a best-of-breed customer care platform integrated with a CRM ticketing system to ensure they could link customer records with their digital customers’ profiles.

This would ensure MoPlay was able to improve the customer experience for their digital players by collecting customer support requests, managing them in one location and in turn, encourage player retention through a sleek and connected infrastructure.

A connector integration between the Conversocial platform and Zendesk was the solution and now means that through Conversocial’s integration, Zendesk Ticket Connect, MoPlay are able to provide a friction-free digital experience for their millennial users—their target audience.

 

MoPlay's Digital Journey

Differentiating a new business in a competitive market meant that MoPlay had to stand out even in pre- launch. With a “win business, keep customers” ethos, MoPlay wanted a fresh-faced, sleek and connected digital infrastructure in place for their launch to hit the ground running.

Messaging was identified as a key touchpoint for MoPlay: Their predominantly millennial customer-base would use Facebook Messenger or Twitter DM to quickly resolve their issue or find out more information on a given bet, odds or offer. With many international customers too, MoPlay understood that digital channels reached a vast audience far easier than traditional channels.

Partnering with Conversocial in January 2018, MoPlay recognized the value of investing in a dedicated digital customer service provider to help them deliver best-in-class customer care at every single touch point of the customer journey.

Platform Features Used

CRM Integration
Zendesk Ticket Connect
Innovation
Messaging
Digital Customer Experience

About MoPlay

Launched in 2018 by Addison Global limited, MoPlay is revolutionizing the gambling industry. A new sportsbook focussed iGaming platform born into a digital world, they have an innovative vision led by one core goal: To create an online and app-only betting platform targeted specifically at a millennial audience.

Industry
iGaming
Location
Gibraltar
“Conversocial completely aligned with MoPlay’s digital vision of providing frictionless customer experiences for digital players. The opportunity for Zendesk Ticket Connect within the Conversocial interface meant that we didn’t have to compromise on our customer service offering. Instead, we can focus on enhancing the overall digital customer experience whilst developing meaningful relationships with our millennial users through a more connected digital operation.”

Tom Beck

Social Media Manager

MoPlay_LandingPage-01

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Connecting The Digital Dots For A Sleek Service

Differentiating a new business in a competitive market meant that MoPlay had to stand out even in pre-launch. With a “win business, keep customers” ethos, MoPlay wanted a fresh-faced, sleek and connected digital infrastructure in place for their launch to hit the ground running.

Messaging was identified as a key touchpoint for MoPlay: Their predominantly millennial customer-base would use Facebook Messenger or Twitter DM to quickly resolve their issue or find out more information on a given bet, odds or offer. With many international customers too, MoPlay understood that digital channels reached a vast audience far easier than traditional channels.

MoPlay wanted to deliver a first-class experience fit for the digital world. In close partnership with MoPlay, Conversocial planned, delivered and fully embedded Zendesk Ticket Connect into their Conversocial platform. 

 

Screenshot 2019-06-12 at 10.14.34

 

 

The Integration Project: Partnering with Conversocial

The team at Conversocial pride themselves on having dedicated, supportive and close partnerships with all clients. From the start, it was clear that MoPlay wanted to work with experts.

 Screenshot 2019-06-11 at 17.16.27

 The Project Timeline:

Screenshot 2019-06-11 at 17.32.52 Identify: Breaking into an already crowded market is no mean feat, but doing so from the beginning with a joined up and holistic approach to customer service was seen as essential for MoPlay to make this happen. The wish was to break down the barriers which punters usually experience with traditional or high-street bookmakers - ease of use, digital availability, social presence and recognized loyalty through customer service channels. From the beginning, the Conversocial team briefed MoPlay on previous implementations, giving best practice suggestions and understanding what really mattered to the team.

Screenshot 2019-06-11 at 17.32.59  Define: The green light to kick-off the project brought with it technical and functional discussions centered around MoPlay’s requirements. Key data flows and fields were identified; MoPlay wanted to surface the customer Username within Conversocial once linked to a social profile, opening up a wealth of information about them, their account activity and favored bets. A Deeplink to the customer record within the central database and other fields related to the customer such as email address, location and marketing preferences were also decided to be included within this Zendesk Ticket Connect integration.

Screenshot 2019-06-11 at 17.33.07 Operationalize: Once all requirements had been gathered, the Conversocial engineering team began the process. The main aim here was not replicating Zendesk Support within Conversocial, only surfacing what was important to MoPlay agents.

The Conversocial engineering teams began the process on Zendesk Ticket Connect, firstly connecting to the Zendesk instance, whilst building out the customizations within the Conversocial interface to allow for a user-friendly integration and translating the requirements from the Define stage into functionality for agents. A key part of this was building out the ability for agents to view and create Zendesk tickets via Conversocial, allowing for tickets to be created with social conversation history for those issues more than just social chatter.

Screenshot 2019-06-11 at 17.33.20 Deploy: Post-development, as with all integrations conducted by Conversocial, the MoPlay team received a sandbox environment with the live integration (in order to stress test it and validate developments). Both teams worked closely on this ‘iterative validate and ‘amend phase’ to ensure all success criteria were met. Following on from this, all that was needed was for both teams to agree on a timeline for production and deployment.

Screenshot 2019-06-11 at 17.33.29 Support: The support, however, did not end when the integration went live. With a regularly changing codebase, the Conversocial teams provide ongoing support and maintenance for all integrations to keep them working seamlessly, efficiently and reliably.

 

What Does The Integration Look Like?

 

Screenshot 2019-06-11 at 17.50.17

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